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!

Software Support Analyst

The Division

Ibcos Computers Ltd is the UK's leading provider of Dealership Management Software to the Agricultural, Construction and Ground Care industries. We help Dealers manage all areas of the business operations from parts and service, through sales and finance, with innovative solutions to achieve their business objectives.

Division Link: https://www.ibcos.co.uk/

The Position

We are looking to hire a Software Support Analyst to work as part of a team of Analysts supporting our customer base throughout the UK, Ireland and South Africa. Customer support is via telephone, email and ticket portal so good verbal and written communication is crucial for the role.

You will learn the Gold Dealer Management System including areas such as Parts Management, Machine Inventory and Accounting functions. You will assist customers with their general use of the software, be proactive in problem solving, identify and report defects and create Knowledge Base articles for common processes.

This role will suit someone who has a customer centric approach, can problem solve, enjoys learning software and is a team player. A technical background may be an advantage but is not a prerequisite for the role.

The candidates will work out of the Contour Software Islamabad office, as part of the resource-center team, an extension of the onshore team.

Responsibilities

• Provide telephone, email and ticket portal software support to the customer base
• Investigate and resolve queries within your sphere of responsibility
• Escalate more complex queries and issues to colleagues as required
• Continually develop knowledge of the entire software system and keep up to date with newly released software
• Work with other members of the Software Support team to achieve high standards of service and customer satisfaction
• Contribute to continuous improvement of the support call management process
• Identify underlying causes of recurring software issues
• Strong in setting customer expectations and ability to handle basic complaints
• Review existing and contribute new articles to the Knowledge Base
• Become involved in ad-hoc tasks as required