| Job Title: |
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Software Support / Database Analyst - Level 3 |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Lahore |
| Gender: |
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No Preference |
| Minimum Education: |
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Bachelors |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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3 Years |
| Salary Range: |
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PKR 0 to 0 per Month |
| Apply By: |
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Apr 19, 2018 |
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| Job Description: |
THE DIVISION
We deliver solutions that consider the full 360 degrees of passenger transport. Whether addressing the needs of a single department, an entire organization, or the community, Trapeze provides some of the most advanced software, intelligent transportation systems (ITS) and mobile technologies in the industry. Hundreds of government and commercial organizations across Europe, North America and Asia Pacific have turned to Trapeze to realize efficiencies, enhance the quality and scope of their services, and safely transport more people with less cost.
THE POSITION
This is a Level 3 Technical Software Support Role, Requiring In-depth Database and computer systems troubleshooting capabilities. We are looking to hire 1 Enterprise Software Support personnel [Level 3], with exceptional verbal and written communication skills to fulfill support duties, from Contour-Lahore office, as part of Customer Support team serving Trapeze North American and Asia Pacific clients.
- The successful candidate will provide technical applications support to customers, which will involve:
- Answering complex questions on function and usage of products
- Investigating, managing, tracking and closing client support issues, specifically related to the database and functions of the application(s)
- Providing trainings to customers, supporting user forums, contributing to the knowledge base, and performing application upgrades for clients
- Conveying customer feedback to product development staff
- Escalating tickets to appropriate staff members
- Performing the role of primary support liaison between company and customer
RESPONSIBILITIES
- Resolves clients’ application questions or problems in the areas of database, system configurations/setup, product functionality and business enhancements
- Create development “bug” reports, FAQ’s and knowledge base articles as appropriate
- Keeps customer informed of how and when problems are resolved
- Involved in any additional follow up testing and troubleshooting
- Mollify and diffuse client problems through effective listening skills, positive action, information gathering and/or ticket escalation
- Prioritize, balance, multi task competing issues with deference to urgency, length of outstanding time and political sensitivity
- Promotes and maintains a high quality, professional, service oriented company image among users
- After hours (on call) support
REQUIRED SKILLS
- Bachelors degree or Polytechnic/Vocational Diploma in computer science, IT systems, or related experience required
- 3+ years of customer support experience (preferably with international customers)
- Excellent oral and written communication skills.
- Extensive database knowledge (MS SQL and/or Oracle)
- Ownership of issues through resolution
- Extensive software and hardware experience in a Windows environment
- Proficiency with XML/XSL, HTML, CSS and JavaScript
- IVR/telephony experience including Genesys GVP8 and Mediant SIP gateways
- Previous experience and/or knowledge of the transit industry is an asset
- Working knowledge of network infrastructure (DMZ, WAN/LAN, ODBC, etc) is desired.
- Previous experience with version control tools (SVN) is an asset
- Windows Server 2008/2012
- Microsoft Applications - Excel, Word, PowerPoint
- Working knowledge of various scripting tools and languages (MS SQL Client, TOAD) as well as with database design and tools (MS SQL Server, Oracle).
Required Work Shifts: Monday to Friday 4:00/5:00/6:00 PM to 1:00/2:00/3:00 AM
BENEFITS PACKAGE
Contour Software is committed to provide exciting learning opportunities, quality of work, and work-life balance to its employees. Our benefit package includes:
- Market-leading Salary
- Medical Coverage Self & Dependents
- Parents Medical Coverage
- Provident Fund
- Employee Performance-based bonuses
- Home Internet Subsidy
- Conveyance Allowance
- Profit Sharing Plan [Tenured Employees Only]
- Life Benefit
- Professional Development Budget
- Recreational area for in-house games
- Sporadic on-shore training opportunities
- Friendly work environment
- Leave Encashment
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| Required Skills: |
| SQL,Strong Communication skills,Customer Service Operations |
| Company Information |
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Company Name: Contour Software
Company Description:
pConstellation Software Inc. is a leading provider of software and services to a select group of public and private sector markets. We acquire, manage and build industry-specific enterprise software businesses which provide specialized, mission-critical software solutions that address the particular needs of our customers. Our businesses continuously develop innovative solutions that enable our customers to achieve their objectives. With over 20,000 customers in over 30 countries and a proven track record of solid growth, we're establishing a broad portfolio of software businesses to provide our customers and shareholders with exceptional returns. The Constellation family of companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia, with customers in African & Asia Pacific countries also. CSI was winner of the prestigious Canada 50 Best Managed Companies award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). Contour Software, serves as a resource center, with current office locations in Karachi & Lahore./p
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