Application Support Analyst
Contour Software
Lahore, Punjab, PK
6d ago

The Division

Trapeze North America, a division of Constellation Software Inc., provides enterprise solutions that consider the full 360 degrees of transport.

The company has grown its solution portfolio and global presence to become one of the world's leading companies of software solutions and intelligent transport systems.

Trapeze Group provides its solutions to public and private transport organizations and authorities across Europe, North America, and the Asia Pacific.

The Position

The Application Support Analyst (L2) role is focused on supporting the Mobility, Planning and Scheduling applications used by Trapeze customers.

As the primary support liaison between the customer and Trapeze, this person works directly with customers and internal teams (development, customer success, project management, and support peers) to investigate, resolve and respond to reported customer issues.

We are looking to hire Application Support Analysts (L2), with exceptional problem solving and communication skills (both verbal and written).

The individual is responsible for providing technical application support to our customers via telephone, email, and screen share sessions.

This involves answering complex questions on the function and usage of our products, troubleshooting, and resolving issues with the software, and deploying necessary configuration changes / patches to ensure products continue to meet our customers' needs.

Key Responsibilities

  • Manage customer issues through effective troubleshooting, listening, problem-solving, positive action, information gathering, and case escalation in a timely manner when appropriate.
  • Investigate, research, replicate, test, and resolve customer issues.
  • Keeping customers informed of the status of cases, providing next steps and anticipated resolution times.
  • Creation of development "bug reports, working with developers to ensure items are completed and properly tested.
  • Work with customers to upgrade software, including deployment of software to test and production environments.
  • Prioritize, balance, multitask competing issues based on impact to end-user, customer urgency, length of outstanding issue, and political sensitivity.
  • Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.
  • Contribute to the team and customer's knowledge base.
  • Key Skills and Competencies

  • Bachelor's Degree, preferably in a technical discipline. Computer Science Majors most preferred.
  • 3 to 5 years of experience in a similar role (customer application support) - Tier 2 technical support preferred.
  • Complex troubleshooting experience.
  • Excellent Communication Skills.
  • Eager to learn.
  • Ability to work independently and as a team member.
  • Ability to work in a fast-paced environment.
  • Ownership of issues through resolution.
  • Willing to go the extra mile with a strong work ethic; self-directed and resourceful.
  • Service Minded. You deliver customer support like you expect to receive it, with excellence.
  • Ability to work varied hours.
  • Good to Have Skills :

  • Strong database knowledge and ability to write SQL statements
  • Previous experience working in the transit industry and / or experience
  • Solid software experience in a Windows networking environment. (Windows Server 2008 / 2012)
  • Previous experience with version control tools (SVN) is an asset
  • Work Shift Timings :

    4 : 30pm or 5 : 30pm to 1 : 30am or 2 : 30am (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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