Customer Support Analyst (L1)

Customer Support Analyst (L1)Apply locations PER - Karachi, PK time type Full time posted on Posted 2 Days Ago job requisition id R42295About ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!The Division:OPTIVIQ/MAJIQ Inc. has been a trusted name in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.The Position:As a Customer & Application Support Specialist, you will be the go-to resource for our customers, providing expert-level assistance. This role involves close collaboration with cross functional teams, including Development, QA, IT, and DBA, to ensure high customer satisfaction through timely and effective problem resolution. This is a full-time position designed for a skilled professional who is ready to dive into technical support and manage a variety of customer requests in a dynamic environment.Responsibilities:Technical Support:Assist customers with technical issues via email, ticketing systems, and live chat.Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.Troubleshoot software-related issues and provide effective solutions.Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels.Monitor system performance proactively, identifying potential issues before they affect the production environment.Customer Interaction:Respond to and document requests for technical assistance.Ensure customer issues are tracked, monitored, and resolved in a timely manner.Product Knowledge:Provide guidance on the company's software products.Suggest product upgrades when appropriate to enhance client experience.Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.Exciting Benefits we offer:Market-leading SalaryMedical Coverage - Self & DependentsParents Medical CoverageProvident FundEmployee Performance-based bonusesHome Internet SubsidyConveyance AllowanceProfit Sharing Plan (Tenured Employees Only)Life BenefitChild Care FacilityCompany Provided Lunch/DinnerProfessional Development BudgetRecreational area for in-house gamesSporadic On-shore training opportunitiesFriendly work environmentLeave Encashment

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