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Software Support Representative (L1 - L2)
Job Detail
Information Technology
Client Services & Customer Support
Total Position
Job Type
Full Time/Permanent ( Third Shift (Night) )
Job Location
No Preference
Minimum Education
Career Level
Experienced Professional
Minimum Experience
4 Years
Apply By
Feb 11, 2018
Posted On
Jan 11, 2018
Job Description

The Division

Computer Solutions, founded in Miami Florida in 1978, and a division of Constellation Software Inc., is a full-service software development organization providing solutions for Multi-channel, Fulfillment, Catalog, and Mail Order companies. We specialize in providing Order Management, Catalog Management and Collaboration software for eCommerce, Catalog, and 3rd party Logistics companies, and anyone who needs a Web Store or back-end fulfillment software. 

The Position

Computer Solutions is looking for a Software Support Representative to fulfill Level 1 & Level 2 support duties out of the Contour Software Lahore office, working from the resource-centre, while collaborating and reporting to the division-based senior team members. The hired individual shall: 

  • Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management.
  • Resolve user knowledge-caused issues and all other tickets not requiring programming, such as configuration, troubleshooting and software installation issues.
  • Monitor incidents, prioritizing and responding as appropriate.
  • Document the steps to reproduce errors, and gather the associated data, in order to simplify and optimize the development team’s time. 
  • Ensure ongoing customer satisfaction through timely responses and resolutions.
  • Ultimately progress to resolving Level 3/minor bug fix issues, as a nice to have.

Job Requirements

  • Ideally a Bachelor’s degree in Computer Science or Software Engineering, or at least an MIS or IT related Diploma, Associate or Bachelor’s degree.
  • 4+ years of knowledge and experience in supporting enterprise software (preferably with international customers).
  • Excellent verbal and written English communication skills.
  • Strong technical investigation and follow-up skills.
  • Ability to think outside the box, learn and grasp concepts and details quickly.
  • Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing and spreadsheet software (e.g. Word, Excel), as well as client care CRM/Support ticket management software.
  • Ability to work autonomously as a conscientious, self-driven, learner.
  • Interest in evolving one’s role/responsibilities, with a steady, long-term focus.

Nice to Have

  • Basic knowledge of programming in RPG, or any other programming language, in order to potentially grow to serve Level 3 requirements, in the long-term.

Required Work Shifts:  Monday to Friday 6:00/7:00 PM to 3:00/4:00 AM (Pakistan Standard Time)

Benefits Package

Contour Software provides exciting learning opportunities, quality of work, and work-life balance.

Our benefits 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
  • Leaves Encashment
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment


Required Skills

Software Support, datacollection

Contents and Compilation ©2018 Rozee.pk | ©2018 All other Rights Reserved to Contour Software (PVT) Ltd - a subsidiary of Constellation Software Inc.

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