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 governments 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.
We are looking for a Service Desk DB Analyst who has In-depth Database and computer systems troubleshooting capabilities.
The candidate should have 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
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, multitask 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
Bachelor's 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 )
Previous experience and / or knowledge of the transit industry is an asset
Working knowledge of network infrastructure (DMZ, WAN / LAN, ODBC, etc.) is desired.
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
Exciting Benefits we offer :
Medical Coverage Self & Dependents
Parents Medical Coverage
Employee Performance-based bonuses
Home Internet Subsidy
Profit Sharing Plan Tenured Employees Only
Child Care Facility
Company Provided Lunch / Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment