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Software Support Analyst Team Lead
Job Detail
Information Technology
Client Services & Customer Support
Total Position
Job Type
Full Time/Permanent
Customer Support
Job Location
No Preference
Apply By
Dec 30, 2020
Posted On
Sep 30, 2020
Job Description

CDS-CAS (a Constellation Software company); Constellation Automotive Software delivers a complete set of tools that mid-sized Buy Here Pay Here car dealers need to manage their entire business in real-time.
Being a medium-sized company, CAS continues to provide the specialization and individual attention a customer would expect from a family-oriented company, while benefitting from the support and best practice influence of an organization with over 20,000 customers worldwide.

We are looking to hire a Customer Support Analyst (Team Lead) with exceptional analytical, verbal and written communication skills, to fulfill support duties, Supervise team of CAS specialists for ticket documentation, progress and resolution on the CAS software package. The selected candidate shall work out of the Contour Software Karachi office, working as part of the resource-center team, as an extension of the onshore IT team.


  • Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management
  • Resolve user knowledge-caused issues and other configuration, troubleshooting and software installation issues.
  • Accurately record time, troubleshooting steps and resolution notes within a ticket tracking database.
  • Initial ticket review for proper routing and priority from email and voice mail messages
  • Complete License Registration tickets
  • Resolve company configurations and defaults setup tickets
  • Ability to resolve Employee user access requests (create, modify, inactive user ids)
  • Oversee ticket status and activities for the Contour CAS team
  • Initiate Cross training program of CAS Contour team
  • 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)
  • Meets all defined service levels for unresolved problems, re-assigns ticket to the appropriate internal/external team
  • Advises the Team Leader - Customer Care, of sensitive Client Situations
  • Attends and participates in Team meetings
  • Makes recommendations to address problems, improve service and provide improved support
  • Develops frequently asked questions (FAQ) documentation

  • University degree
  • 7+ years of enterprise software support experience (preferably with international customers)
  • Proficient in MS Windows applications
  • Excellent communication skills with clients at all levels from senior executives to accounting clerks and third-party implementers
  • 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: 8 AM to 5 PM Eastern Standard Time (5 PM to 2:00am 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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