Application Support Analyst

About the job
About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Division

Kinetic Solutions is a part of the Volaris operating group of Constellation Software Inc. It is a leading provider of comprehensive (ERP) software solutions for student accommodation, conference and event management to Higher Education institutions, venues and conference centres.

Headquartered in Milton Keynes, UK, with additional offices in Boston, U.S. and Auckland, New Zealand. More than 260 customers in the UK, USA, Canada, Ireland, Sweden and Australia use different combinations of the Kinetic student accommodation, conferencing and hospitality products.

At Kinetic, we are more than just a software company; we represent a movement. As global leaders in student accommodation, event management, room management, and catering management solutions, we are at the vanguard of transforming the higher education sector.

Kinetic proudly supports over 80% of UK and Irish universities, 40 universities in North America, as well as unique venues such as the Merlin Group and Royal Historic Palaces with our deep and powerful software offering. We support personal development and build on individual strengths, providing options for career progression across our business. At Kinetic, people really grow.

Our pledge? To connect, inspire, and elevate every experience. From our UK headquarters, we support leading universities and colleges globally, embarking on a mission to forge a brighter future for students in higher education. Our journey is marked by a remarkable +20% organic growth, a testament to our relentless pursuit of excellence and innovation.

Division Profile: https://kineticsoftware.com/

The Position

Kinetic Solutions is seeking a Application Support Analyst to support existing ERP solutions for events management and student accommodation professionals. The selected candidate shall work out of Contour Software Karachi office, working as part of the resource-center, as an extension/part of Kinetic' CS/Maintenance Department.

Should be hands on with Client/Customer coordination to continuously support and enhance Kinetics' business applications. Experience of working with C#, HTML, JavaScript, CSS & database programming using SQL Server is needed.

Why This Role Matters

Our customers provide regular feedback and suggestions on our products, this feedback along with new industry innovation means we release new software updates several times a year. For our customers to be successful, to enable them to work efficiently and effectively they need access to this new software. 
The role of Technical Services Analyst is crucial to enabling our customers to have access to the latest offerings from Kinetic, and to allow them access to this software when convenient and effective for their business needs.

Your Role & Responsibilities: Your day-to-day activities can vary as our business continues to grow, providing an exciting and diverse working environment where you will have the opportunity to make a real impact.

Resolve logged calls to 95% within contractual client SLA targets
Independently manage assigned client support requirements in order of priority
Ensure timely and appropriate escalation of tickets to relevant teams
Identify and own high priority incidents, supporting and collaborating with others where necessary
Contribute to keeping client records accurate and up-to-date within our CRM and access portals
Flag and escalate potential SLA failures in a timely manner
Communicate with Project Managers and Customer Experience Managers to ensure awareness of risks
Provide a high standard of communications to clients, ensuring timely, accurate and professional conduct on all channels
Identify trends within the ticket queue and adapt a data driven approach to
articulate findings to neighboring departments i.e Products teams
Assist and mentor Application Support Analysts where required
Maintain and create documentation to future proof team and customer knowledge for future support cases through knowledge base articles
Demonstrate advanced knowledge of our product suite and sectors

Qualifications & Skills Required

Bachelor's degree from an accredited college or university or a certificate from a technical training institute.
Strong 3+ years of Software Support experience
Strong previous experience with database programming
Previous experience of working on enterprise level applications would be an asset
Attention to detail to follow work processes and procedures, efficient, error-free and documented.
Ability to manage own time and capable of working on multiple tasks simultaneously.
Ability to participate in team discussions and capable of taking initiatives instead of relying on traditional business requirement/specification documents and instructions for every detail.
Ensure Request cases are updated with an initial response, pre-work activities and scheduled within SLA.
Ensure Request cases are maintained during scheduled work to enable visibility of progress.
Update Internal systems with information regarding upgrades so the business can be aware of the current distribution of software in our customer community.
Understand and schedule work in advance for customers with maintenance plans, or maintenance requests in the future.
Ensure all requests are completed to a high standard and ensure the data fields on the cases are completed accurately to allow for reporting of product adoption.
Use free time to look at process to recommend changes to guides and innovation opportunities.
Competent using remote access tools such as Windows RDP
Knowledge of SQL Server
Understanding of Client/Server software relationships
Ability to review Microsoft Windows Server environments such as server performance
Knowledge or exposure to Azure is an advantage.

Workshift Timing

9 AM to 5 PM UK Standard Time (2 PM to 11 PM Pakistan 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

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.