Senior Software Support Analyst

The Position

We are looking to hire a Senior Software Support Analyst who will be the first contact for IBCOS's customers when they call our customer support. You will provide world class service. Your role is to understand the customers reason for calling, determine the priority level/triage the question or issue, and enter the details into the Team Support ticketing system for our Customer Support team to follow-up with via a call-back.

The candidates will work out of the Contour Software Lahore office, as part of the resource-center team, an extension of the onshore team.

Responsibilities

Be the frontline of support whereby you will be primarily answering calls, Provide telephone, email and chat support to the customer base.

Provide support and guidance to a team of Support Analyst .

Determine the reason for the call, priority level, and enter details into our ticketing system

Other administrative tasks as required by the Support Manager or Team Lead, such as updating reports/systems or sending information to distribution lists

Provide initial customer contact to gather additional information

Review and triage tickets based on first contacts

Resolve queries within your sphere of responsibility

Escalate more complex queries and issues to colleagues as required

Continually develop knowledge of the entire software system and keep up to date with newly released software

Work with other members of the Software Support team to achieve high standards of service and customer satisfaction

Contribute to continuous improvement of the support call management process

Identify underlying causes of recurring software issues

Strong in setting customer expectations and ability to handle basic complaints

Review existing and contribute new articles to the Knowledge Base

Become involved in ad-hoc tasks as required

Requirements (Knowledge, Skills & Abilities)

Bachelor's degree in Accounting highly preferred, as many customer issues involve the software's accounting functionality (general ledger, AP, AR, invoicing, credits, reversals, etc.)

Excellent and fluent English communication skills (spoken and written). Experience studying or working in an English speaking environment.

A people's person: you can build rapport with people and conversate freely while helping them with issue resolution.

World-class customer service: you love delighting customers and helping them succeed with our products.

Great storytelling: you understand that how you deliver feedback makes (or breaks) the customer experience.

Empathy: this comes second nature to you. You understand the importance of our client's issues and why it matters to them and us.

Collaborative: you love working as a team, helping everyone around you, and raising your hand when you need help in turn.

Multitasking: you can wear multiple hates hats at the same time and be involved in multiple tasks to advocate the 'Client First' approach.

Self-teaching: independent learner that ill take the initiative to learn our software and basic troubleshooting based on calls and resources available.

Tech savvy: Able to learn or existing knowledge of general technical troubleshooting (e.g., printer issues)

Bright, reliable and dependable with a strong work ethic and drive to exceed expectations

Collaborative approach and ability to work well with others both locally and via messaging tools

Experience in working on a support desk (Desired)

Demonstrate the ability to lead a team

A general understanding of system architecture including databases, applications and any knowledge of ODBC