Software Support Analyst
Contour Software
Karachi, Sindh, PK
3d ago

Division :

Systems & Software is a best-in-class customer information, billing and financial management systems with superior usability, configurability, and scalability at a low total cost of ownership.

Founded in 1973, Systems & Software delivers best-in-class utility customer information, billing, and financial management systems.

With superior usability, configurability, and scalability at a low total cost of ownership, Systems & Software solutions have empowered utilities to provide exceptional service to millions of residential and commercial accounts.

The company's web-based enQuesta software drives advanced business performance with outstanding functionality in areas vital to utility operations, including mobile workforce management, automated meter integration, time-of-use billing, and asset management.

Position :

As a Support Analyst / Software Engineer, you will be able to utilize your classroom training in the real world. You will be joining the Research & Development team and assist with troubleshooting and providing solutions for customers, while continuously increasing high customer satisfaction.

This position will report to the Manager of Support Services and will be based in our Karachi Contour Office.

Responsibilities :

  • You will prioritize, investigate, and resolve customer issues related to our enQuesta product as well as ensure tickets that require development are documented comprehensively and include examples and required logs.
  • You will create and maintain documentation including an internal knowledgebase, technical documentation and customer Wiki, support product testing such as Maintenance Releases testing, Bug Fix Testing, and New Functionality testing.
  • You will work hand in hand with the R&D and Support teams gaining valuable on the job software engineering and support experience.
  • You will have access to the latest tools, hardware, and some of the brightest software engineers in this area.
  • Investigating, managing, tracking, and closing client support issues, specifically related to the database and functions of the application(s).
  • Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal / external team.
  • Attends and participates in Team meetings.
  • Makes recommendations to address problems, improve service and provide improved support.
  • Develops frequently asked questions (FAQ) documentation.
  • Required Skills :

  • University degree (In the process of completing, or has recently completed a Bachelor of Science degree in Computer Science, Software Engineering or related field or have a B.
  • S. in Computer Science or Computer Information Systems or equivalent work experience).

  • Some programming experience with Java or any flavor of C or Software development as a Full Stack software developer working with some or all of the following technologies : (Java, JavaScript, C, C#, C++, PL / SQL, TSQL, Python, Perl, SOA & MVC Architecture).
  • Familiarity with HTML, CSS, and JavaScript.
  • Possess a high level of initiative, aptitude, and energy in order to succeed in a fast-paced environment.
  • Excellent Problem-Solving Skills.
  • An aptitude for caring for Customers and must have the analytical ability to resolve customer issues.
  • Comfortable managing conflicting demands.
  • Excellent interpersonal skills (verbal and written).
  • Positive team attitude and ability to adapt to a fast pace environment.
  • Superior analytical skills and works well under pressure.
  • Work Timings :

  • 9 AM 5 PM Eastern Standard Time ( 6 : 00 PM to 3 : 00 AM Pakistan Standard Time)
  • Exciting Benefits we offer :

  • 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
  • Child Care Facility
  • Company Provided Lunch / Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment
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