software support analyst

<div>Job Purpose:
<div><b>
About RWS</b></div><div><br>
</div><div>RWS is a global AI solutions company empowering the world&rsquo;s most trusted enterprise AI.</div><div></div><div><br>
Our proprietary Cultural Intelligence Layer, powered by 250,000 data specialists, cultural and language experts and deep domain professionals, backed by 45+ patents, makes enterprise AI culturally fluent, contextually accurate and secure, ensuring every interaction reflects a brand&rsquo;s tone, context and customer values.</div><div></div><div><br>
Through our Generate, Transform and Protect segments, we deliver intelligent content, enterprise knowledge, large-scale localisation, and IP protection for global growth. Trusted by 80+ of the world&rsquo;s top 100 brands, RWS provides the confidence, governance and expertise organisations need to deploy AI safely, responsibly and at scale.</div><div></div><div><br>
Headquartered in the UK, RWS is listed on AIM (RWS.L).</div><div>
More information: rws.com.</div><div></div><div><b><br>
About Propylon</b><br>
<br>
Propylon is the Dublin-based content‑management arm within the RWS group, specialising in software for legal and regulatory workflows. For more than 20 years, Propylon has helped governments, standard bodies and regulated organisations manage legislation, regulations and legal content in a smarter, modular way.</div><div></div><div><br>
Joining Propylon means working in a people-led, innovation-driven environment recognised as one of Ireland&rsquo;s Best Workplaces in Tech - while having the backbone and global reach of RWS. You&rsquo;d be contributing to meaningful projects that shape law, compliance and global content workflows, with the support and flexibility to grow your skills and career.</div><div></div><p><b><br>
Job Purpose</b></p><div>
Propylon has an exciting opportunity for an experienced Business Support Analyst to join our innovative, software solutions business dedicated to driving digital transformation in the legal landscape.</div><div><br>
</div><div>The successful candidate will work within our Government Solutions Department, which is responsible for supporting software solutions built on Propylon&rsquo;s core products for Propylon&rsquo;s customers worldwide. The role is a client-facing role and will involve working directly with Propylon&rsquo;s clients. The Business Support Analyst role at Propylon is suitable for someone with several years of experience, having previously worked on a helpdesk as a Support Analyst, where the position involved systems support and analysis, preferably in a client-facing role.</div><div></div><div><br>
This is a full-time, permanent role based in Oklahoma City. The role will be office-based. This is a client-facing role and may involve out-of-state travel to client sites.</div>
Job Overview:
<div><b>
Primary Responsibilities:</b></div><br>
<div></div><ul><li>
Providing appropriate problem resolution or routing inquiries as needed to ensure user satisfaction
</li><li>Leading the efficient, effective, and reliable support management of software applications</li><li>
Working with the client and internal project team members to identify and resolve technical issues</li><li>
Building an excellent relationship with all stakeholders and one's own peers</li><li>
Being the point of contact to ensure blockers and issues are identified and resolved</li><li>
Writing clear manual test scripts and following a plan to execute assigned test cases</li><li>
Creating clear defect tickets for the technical team to work on</li><li>
Creating an understanding and expertise of the client businesses to stay up to date with customer needs</li><li>
Manage expectations through proactive and regular client communications with both formal and informal communication methods</li></ul><div></div><div><b><br>
Additional Responsibilities:</b></div><br>
<div></div><ul><li>
Participating in workshops with key stakeholders, including internal and external Senior Management, to gather business requirements that enable the creation of user stories and development tasks</li><li>
Documenting Functional Specifications and working closely with the Technical Lead and Senior Business Analysts to support the solution design and ensure the successful implementation of customer requirements</li><li>
Preparing, documenting and implementing activities for the deployment phase of each assigned project, including client training/demo sessions, user guide documentation and internal knowledge share</li><li>
Actively participating in presentations and demonstrations to both existing and potential clients</li><li>
Identifying and recommending best practices to be used within the team of Business Analysts by bringing experience and learned lessons into the team</li></ul><div><b><br>
</b></div><div><b>Requirements:</b></div><br>
<div></div><ul><li>
4+ years&rsquo; experience in a Support Analyst or Business Support Analyst role</li><li>
Computer Science, IT or Business Administration degree, or equivalent experience</li><li>
Strong application support and business analysis skills is a must</li><li>
Experience in writing Business Requirements and/or Functional Specification documents</li><li>
Experience with the principles of SDLC</li><li>
Ability to understand and document complex document-centric workflows and to conceptualise them in IT terms</li><li>
Ability to self-start and work in a pressured environment with deadlines</li><li>
Good technical knowledge and skills
</li><li>Experience with software testing</li><li>
Excellent written and verbal communication skills</li><li>
Proven decision-making capabilities</li><li>
Be personally well organised, presentable, and manage one&rsquo;s own time effectively</li></ul><div></div><div><b><br>
Nice to have:</b></div><br>
<div></div><ul><li>
Client-facing experience</li><li>
Certified BA qualification</li><li>
Experience with Office-style applications, e.g. ability to create macros, spreadsheet formulae, etc.</li><li>
Experience with Visio</li><li>
Experience with database reporting tools</li><li>
Experience of working with JIRA</li><li>
Experience of working in an agile team</li></ul><div></div><div><b><br>
Personal Attributes:</b></div><br>
<div></div><ul><li>
Wants to be part of a team committed to delivering high-quality, innovative products.</li><li>
Wants to be part of a culture that is committed to sharing and enhancing the knowledge of the wider team, supporting team-wide learning and success</li><li>
Have a curious mindset &ndash; about what you do, the technology you use and how you connect with others to deliver products that we are proud to deliver to our clients.</li></ul>
Life at RWS:
<div><div><b>
Life at RWS </b><b>-</b> If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you&rsquo;ll love life at RWS.</div></div><div></div><div><br>
Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career.</div><div></div><div><br>
In return, we expect all our people to live by the values that unite us: <b>to partner</b>, putting clients fist and winning together<b>, to pioneer</b>, innovating fearlessly and leading with vision and courage, <b>to progress</b>, aiming high and growing through actions and <b>to deliver</b>, owning the outcome and building trust with our colleagues and clients.</div><div></div><p><b><br>
RWS embraces DEI</b> and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.</p><div><b>
RWS Values</b></div><div></div><div><br>
Get the 3Ps right &ndash; Partner, Pioneer, Progress &ndash; and we&acute;ll Deliver together as RWS.</div><div></div><div><b><br>
Covid Vaccination</b> - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.</div><div></div><div><b><br>
Recruitment Agencies: </b>RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms &amp; Conditions associated with the use of such resume will be considered null and void.</div><div></div><div><br>
#LI-MS1, #LI-Hybrid</div></div><div></div>

Business Support Analyst

SAP Middle East (Oman)

<p>German enterprise software leader providing ERP, analytics, business automation, and data integration platforms to Omani enterprises.</p><p>A <b>Junior SAP Support Analyst </b>provides first-level operational support for SAP systems used by an organization. You help business users resolve routine SAP issues, assist with system maintenance tasks, and ensure that SAP software performs reliably across departments.</p><p><b>Typical Responsibilities:</b></p><p>Provide first-level support: Respond to helpdesk tickets and assist users with basic SAP problems and inquiries (e.g., access issues, navigation problems).</p><p>Troubleshooting: Investigate and resolve common SAP errors or escalate complex issues to senior support / technical teams.</p><p>System monitoring: Check SAP performance and report technical incidents to improve system stability.</p><p>Data and configuration assistance: Help maintain master data, assist with basic configuration settings under supervision.</p><p>Documentation and training: Document support solutions, general procedures, and help users with simple training or FAQs.</p><p><b>Qualifications &amp; Skills:</b></p><p>Bachelor&rsquo;s degree in Information Technology, Computer Science, Business Information Systems, or related fields.</p><p>Basic understanding of ERP/SAP systems (any SAP module experience helps).</p><p>Good communication and analytical skills, comfort working with business users.</p><p>Problem-solving mindset and eagerness to learn advanced SAP support tasks.</p><p>Job Type: Full-time</p><p>Pay: From RO400.000 per month</p><p>Work Location: In person</p>

Junior Support Analyst- SAP Middle East

Amerita

<div>Our Company:
<div>
Amerita</div><div></div>
Overview:
<div>
The Application Support Analyst is responsible for the support, configuration, and ongoing optimization of clinical and pharmacy application functionality used within the Home Infusion business. This role serves as an IT liaison between clinical, pharmacy, and operational stakeholders and third-party application vendors. The analyst ensures system stability, supports new functionality, and partners with end-user subject matter experts (SMEs) to deliver reliable, compliant, and efficient clinical application solutions. The analyst will also work closely with data engineers and Power BI developers to resolve data quality issues.</div><div></div><div><b><br>
We Offer:</b></div><ul><li>Medical, Dental &amp; Vision Benefits plus, HSA &amp; FSA Savings Accounts</li><li>Supplemental Coverage &ndash; Accident, Critical Illness and Hospital Indemnity Insurance</li><li>401(k) Retirement Plan</li><li>Company paid Life and AD&amp;D Insurance, Short-Term and Long-Term Disability</li><li>Employee Discounts</li><li>Tuition Reimbursement</li><li>Paid Time Off &amp; Holidays</li></ul>
Responsibilities:
<ul><li>Provides day-to-day application support for the organization&rsquo;s Home Infusion clinical and pharmacy systems, CPR+ or CareTend experience strongly preferred</li><li>
Administers, configures, and maintains third-party clinical and pharmacy applications to support business and patient care workflows</li><li>
Troubleshoots application issues, perform root-cause analysis, and coordinate resolution with vendors, internal IT teams, and end-users</li><li>
Manages application upgrades, patches, and releases, including impact analysis, test planning, execution, and post-release validation</li><li>
Partners with clinical, pharmacy, and operational SMEs to gather requirements, evaluate new functionality, and support application enhancements and customizations</li><li>
Acts as a liaison between the business and vendors to review system capabilities, request enhancements, and track issue resolution</li><li>
Supports system integrations and data flows between clinical/pharmacy applications and other enterprise systems</li><li>
Develops and maintains application documentation, including configuration details, support procedures, and release notes</li><li>
Participates in change management activities to ensure smooth adoption of new features and system updates</li><li>
Identifies and investigates data quality issues, partnering with technical teams to resolve discrepancies and improve data reliability</li><li>
Ensures applications are supported in alignment with regulatory, compliance, and security requirements relevant to pharmacy and clinical operations</li><li>
Provides day-to-day application support for the organization&rsquo;s Home Infusion clinical and pharmacy systems, CPR+ or CareTend experience strongly preferred</li><li>
Administers, configures, and maintains third-party clinical and pharmacy applications to support business and patient care workflows</li></ul>
Qualifications:
<ul><li>Bachelor&rsquo;s degree in Information Systems, Healthcare Informatics, Pharmacy, Nursing, or an equivalent education and work experience.</li><li>
3&ndash;6 years of experience supporting healthcare, clinical, or pharmacy applications in an IT application support or analyst role.</li><li>
Hands-on experience supporting third-party/vendor-hosted applications, including system administration, configuration, troubleshooting, and vendor coordination.</li><li>
Experience working with clinical and/or pharmacy workflows; Home Infusion experience strongly preferred.</li><li>
Strong knowledge of clinical and/or pharmacy application support practices, including administration, configuration, troubleshooting, and ongoing maintenance</li><li>
Working knowledge of pharmacy and clinical operations, with the ability to understand and support Home Infusion workflows.</li><li>
Ability to analyze application issues, identify root causes, and coordinate resolution across vendors, internal IT teams, and business SMEs.</li><li>
Experience supporting application release management activities, including impact assessment, test planning, execution, and post-release validation.</li><li>
Ability to translate clinical and operational requirements into technical solutions and system configurations.</li><li>
Percentage of Travel: 0-20%</li><li>
Driving Position: No</li></ul><div>
**To peform this role will require frequently sitting, and typing on a keyboard with fingers, and occasionally standing, walking, bending, reaching, climbing (stairs/ladders), kneeling, crouching, and stooping. The physical requirements will be the ability to push/pull and lift/carry 1-10 lbs**</div>
About our Line of Business: Amerita, an affiliate of BrightSpring Health Services, is a specialty infusion company focused on providing complex pharmaceutical products and clinical services to patients outside of the hospital. Committed to excellent service, our vision is to combine the administrative efficiencies of a large organization with the flexibility, responsiveness, and entrepreneurial spirit of a local provider. For more information, please visit www.ameritaiv.com. Follow us on Facebook, LinkedIn, and X. Salary Range: USD $75,000.00 - $95,000.00 / Year</div>

Applications Support Analyst

Contour Software

<div><p><b>About Contour</b></p><p></p><p>
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.</p><p><br>
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.</p><p><br>
What started as an R&amp;D &amp; 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 &amp; 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!</p><p></p><p><b>
About Contour:
</b></p><p>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&amp;D &amp; 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 &amp; 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!</p><p><b><br>
Division:
</b></p><p>Cogsdale offers a best-of-breed customer information system that includes financials, distribution, utility billing, customer management, work management, project management, and procurement. Cogsdale extends the suite to include functionality such as interactive voice response, document management, payment kiosks, and online credit checks.</p><p><b>
Division Link: </b>https://cogsdale.com/</p><p><b><br>
Job Summary:</b></p><p>
We are seeking a dedicated and experienced Support Analyst to join our team. The successful candidate will provide functional and technical support for customers using Microsoft Dynamics GP, resolving issues across core modules including financials, distribution, payroll, and integrations.</p><p>
As Microsoft continues focusing on innovation and investments in cloud solutions and technologies, they will end Dynamics GP support on December 31, 2029, with end of security updates on April 30, 2031. This role will evolve to include supporting customer transitions to Dynamics 365 Business Central. We are looking for candidates who want to grow with this transition, not just maintain a legacy system.</p><p>
This role requires deep knowledge of Dynamics GP, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical users. Microsoft is encouraging customers to transition to Dynamics 365 Business Central, and we will support your professional development toward that platform. Successful resource shall work from the Contour Karachi Office as an extension of the Global Support Team.</p><p><b><br>
Key Responsibilities:</b></p><ul><li><p>
Provide functional support for Microsoft Dynamics GP users across modules (GL, AP, AR, Payroll, Inventory, etc.)</p></li><li><p>
Troubleshoot and resolve issues including system errors, data discrepancies, user access problems, and integration failures, and document resolutions in our ticketing system (Jira)</p></li><li><p>
Collaborate with implementation consultants and other departments to ensure seamless integration and operation of Dynamics GP</p></li><li><p>
Escalate complex issues to vendor support as appropriate, tracking to resolution</p></li><li><p>
Document support activities, solutions, and maintain user guides and knowledge base articles</p></li><li><p>
Deliver end-user training within the scope of support (e.g., webinars, how-to guides)</p></li><li><p>
Stay current on Dynamics GP updates (tax tables, hotfixes, security patches) through December 2029</p></li></ul><p><b>
Qualifications:</b></p><ul><li><p>
Bachelor&rsquo;s degree in business, Accounting, Information Systems, or a related field</p></li><li><p>
Minimum 3 years of experience supporting Microsoft Dynamics GP in a functional or technical support capacity</p></li><li><p>
Strong knowledge of Dynamics GP modules (GL, AP, AR, Payroll, Inventory, Purchasing, Sales Order Processing)</p></li><li><p>
Experience troubleshooting data discrepancies, report issues, and user access problems</p></li><li><p>
Proficiency with SQL Server for data queries, reporting, and basic troubleshooting</p></li><li><p>
Excellent written and verbal communication skills; ability to explain technical issues to non-technical users</p></li><li><p>
Ability to work independently in a remote environment while collaborating effectively with a distributed team</p></li><li><p>
Familiarity with ticketing systems and SLA-driven support environments</p></li></ul><p><b><br>
Preferred Skills:</b></p><ul><li><p>
Experience with Dynamics 365 Business Central or willingness to train and certify</p></li><li><p>
Certification in Microsoft Dynamics GP</p></li><li><p>
Familiarity with ITIL or other IT service management frameworks</p></li><li><p>
Experience supporting ERP migrations or system transitions</p></li><li><p>
Exposure to third-party GP add-ons (e.g., Mekorma, Binary Stream, eOne)</p></li></ul><p><b>
Preferred Skills:</b></p><ul><li><p>
7:30 AM EST to 4:30 PM EST (4:30 PM to 1:30 AM Pakistan Time)</p></li></ul><p><b>
Exciting Benefits we offer:</b></p><ul><li><p>
Market-leading Salary</p></li><li><p>
Medical Coverage &ndash; Self &amp; Dependents</p></li><li><p>
Parents Medical Coverage</p></li><li><p>
Provident Fund</p></li><li><p>
Employee Performance-based bonuses</p></li><li><p>
Home Internet Subsidy</p></li><li><p>
Conveyance Allowance</p></li><li><p>
Profit Sharing Plan [Tenured Employees Only]</p></li><li><p>
Life Benefit</p></li><li><p>
Child Care Facility</p></li><li><p>
Company Provided Lunch/Dinner</p></li><li><p>
Professional Development Budget</p></li><li><p>
Recreational area for in-house games</p></li><li><p>
Sporadic On-shore training opportunities</p></li><li><p>
Friendly work environment</p></li><li><p>
Leave Encashment</p></li></ul><p></p><p><b><i>
Disclaimer:</i></b><i> At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;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&rsquo;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.</i></p><p></p><p><i>
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.</i></p></div><p></p>

Support Analyst - MS Dynamics GP

Object Loop (Private) Limited

<p>Job description:</p><p>Are you studying Accounting, Finance, or a related field and looking to gain hands-on experience in tech and client support? Join our team as an <b>Accounting Software Support Intern</b> and get the opportunity to work directly with clients, learn the ins and outs of accounting software, and build real-world skills in communication, problem-solving, and technical support.</p><p><b>What You&rsquo;ll Do:</b></p><ul><li>Help clients by answering questions and troubleshooting technical issues related to our accounting software (via phone, email, or chat).</li><li>Assist in conducting live demos and training sessions to show clients how to use our tools effectively.</li><li>Work closely with our developers to help resolve more complex technical problems.</li><li>Contribute to creating helpful resources like tutorials, FAQs, and knowledge base articles.</li><li>Stay up to date on trends in accounting software and financial tech to better assist our users.</li></ul><p><b>What We&rsquo;re Looking For:</b></p><ul><li>Currently pursuing or recently completed a degree in Accounting, Finance, or a related field.</li><li>A solid understanding of basic accounting principles and financial processes.</li><li>Interest or experience in software, especially accounting tools.</li><li>Strong communication skills &mdash; you enjoy helping others and explaining complex ideas simply.</li><li>A detail-oriented mindset and a knack for solving problems.</li><li>A team player who&rsquo;s also comfortable working independently in a fast-paced environment.</li></ul><p><b>Why Intern With Us?</b></p><ul><li>Gain practical experience in both accounting and tech.</li><li>Learn from a collaborative and supportive team.</li><li>Build your resume with real-world client-facing and technical skills.</li><li><b>Opportunity for a permanent role</b> &mdash; if you perform well during the 3-month internship, we may offer you a full-time position.</li></ul><p>Job Types: Full-time, Internship</p><p>Contract length: 3 months</p><p>Work Location: In person</p><p>Job Type: Internship<br/>Contract length: 3 months</p><p>Work Location: In person</p>

Software Support Intern with Accounts and Finance Background

AGILE HR

<p><b>Position Title: </b>Software Support Executive</p><p><b>Location: </b>Tariq Road, Karachi</p><p><b>Timings:</b> 10 AM &ndash; 7 PM <b>|| </b>Monday to Friday (Alternate Saturdays)</p><p><b>Required Qualifications</b></p><ul><li>Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).</li><li>1&ndash;3 years of experience in a software support OR customer-facing IT role.</li><li>Strong understanding of software applications, SaaS platforms, and web-based technologies.</li><li>Proficiency in using helpdesk/CRM tools such as Zendesk, Freshdesk, Jira Service Management, or similar.</li><li>Excellent verbal and written communication skills in English.</li><li>Strong analytical and problem-solving skills with a methodical approach to troubleshooting.</li><li>Ability to manage multiple open cases simultaneously and prioritize effectively under pressure.</li><li>High degree of empathy and a client-first mindset.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Experience working in a B2B software or tech startup environment.</li><li>Familiarity with APIs, basic SQL queries, or log analysis for advanced troubleshooting.</li><li>Knowledge of ITIL framework or support process best practices.</li><li>Experience with remote desktop tools and screen-sharing software.</li><li>Multilingual communication skills are a plus.</li></ul><p><b>Key Responsibilities</b></p><ul><li>Respond to client queries via email, phone, and chat in a professional and timely manner, meeting defined SLA targets.</li><li>Diagnose, troubleshoot, and resolve software issues reported by clients, escalating complex cases to the technical or development team where necessary.</li><li>Guide clients through product features, configurations, and best practices to maximize the value of solutions.</li><li>Log, track, and manage support tickets through the CRM/helpdesk system, maintaining accurate records of all interactions and resolutions.</li><li>Collaborate with the product and engineering teams to communicate recurring client issues and contribute to product improvement.</li><li>Conduct client onboarding sessions and software walkthroughs for new users.</li><li>Create and maintain knowledge base articles, FAQs, and support documentation.</li><li>Monitor client accounts proactively to identify potential issues before they impact the client experience.</li><li>Gather client feedback and relay insights to the product and account management teams.</li><li>Meet individual and team performance KPIs including customer satisfaction scores, first-contact resolution rate, and response times.</li></ul><p>Pay: Rs100,000.00 - Rs125,000.00 per month</p><p>Work Location: In person</p>

Software Support Executive

<div><p><b>About Contour</b></p><p></p><p>
Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.</p><p><br>
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.</p><p><br>
What started as an R&amp;D &amp; 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 &amp; 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!</p><p></p><div><div><p><b>
The Division</b></p></div><div><div>
Shoplogix is a fast-growing, autonomous organization delivering smart, cloud-based software solutions that improve operational performance for manufacturers worldwide. Our platform utilizes IIoT, AI, and Industry 4.0 technologies to drive plant-floor efficiency. We value curiosity, drive, transparency, and engagement as we build a world-class Smart Manufacturing vertical. Shoplogix is part of Contour Software, a subsidiary of Constellation Software Inc. (CSI), one of the largest enterprise software companies in the world with employees and customers in 100+ countries.<br>
<br>
<b>The Position</b><br>
We are looking for a Software Support Consultant (L2) for our Lahore Office. This is a hybrid role (2-3 days in-office) for a career-oriented professional who thrives on accountability, possesses excellent communication skills, and remains highly organized in a fast-paced environment.<br>
This position is responsible for providing high-level technical support, training, and troubleshooting, ensuring a professional and positive user experience for our global manufacturing clients.<br>
<br>
<b>Key Duties &amp; Responsibilities</b><br>
<ul><li><b>Active Support Operations:</b> Troubleshoot complex software and hardware issues via phone, email, and Zoom, ensuring high-speed engagement and customer satisfaction.</li><li><b>Queue Ownership:</b> Proactively manage and monitor service requests in JIRA, ensuring all tickets are resolved within established SLAs.</li><li><b>AI Productivity Transformation:</b> Actively contribute to our bottom-up AI-driven</li></ul>
productivity transformation. This includes generating ideas, validating use cases, and providing iterative feedback and testing on new AI tools to enhance team efficiency.<br>
<ul><li><b>Proactive Collaboration:</b> Communicate with the global team via MS Teams and Zoom to discuss complex problems and implement the best technical solutions.</li><li><b>Technical Research:</b> Perform root-cause analysis on suspected bugs and conduct rigorous pre-release testing to confirm code resolutions.</li><li><b>Data Integrity:</b> Analyze business system databases to identify and correct data damage or inconsistency, ensuring customer data integrity.</li><li><b>Knowledge Leadership:</b> Author and maintain Knowledge Base articles based on common technical resolutions and customer feedback.</li></ul><br>
<b>
How We Work</b><br>
Shoplogix supports mission-critical manufacturing operations globally. That means our team operates with a high standard of responsiveness and communication, whether in-office or remote.<br>
<br>
<b>As a member of this team, you can expect to:</b><br>
<ul><li>Maintain active availability on MS Teams and Zoom during your shift (1 PM - 10 PM PKT), consistent with the rest of the team.</li><li>Respond promptly to customer and colleague inquiries and provide status updates on open items without needing to be chased.</li><li>Participate in team syncs with camera on and engage actively in collaborative</li></ul>
problem-solving.<br>
<ul><li>Receive regular performance feedback and be expected to act on it quickly.</li></ul>
This is a team that holds itself to a high bar. If that resonates with you, you will fit in well here.<br>
<br>
<b>Required Qualifications &amp; Skills</b><br>
<ul><li>Experience: Minimum of 4-5+ years of experience in technical application support.</li><li>Education: Bachelor's degree (BSCS, IT, or Software Engineering) or equivalent high-level technical support experience.</li><li>Communication: Outstanding command of English (verbal and written); professional presence and clarity are essential.</li><li>Technical Aptitude: Proficiency in software and operating system troubleshooting methodologies and a keen interest in AI productivity tools.</li><li>Soft Skills: Superior customer service skills with the ability to multi-task and meet strict deadlines under pressure.</li><li>Industry Assets: Previous experience supporting manufacturing software, MES, IIoT platforms, or plant-floor applications is considered a significant asset.</li></ul><br>
<b>
Work Timings &amp; Logistics</b><br>
<ul><li>Work Shift: 9:00 AM to 6:00 PM CET (1:00 PM to 10:00 PM Pakistan Time).</li><li>Hybrid Model: Physical presence in the Lahore office is required 2-3 days per week.</li><li>Flexibility: Willing to work weekends if required by business needs</li></ul></div></div></div><p><b>
Exciting Benefits we offer:</b></p><ul><li><p>
Market-leading Salary</p></li><li><p>
Medical Coverage &ndash; Self &amp; Dependents</p></li><li><p>
Parents Medical Coverage</p></li><li><p>
Provident Fund</p></li><li><p>
Employee Performance-based bonuses</p></li><li><p>
Home Internet Subsidy</p></li><li><p>
Conveyance Allowance</p></li><li><p>
Profit Sharing Plan [Tenured Employees Only]</p></li><li><p>
Life Benefit</p></li><li><p>
Child Care Facility</p></li><li><p>
Company Provided Lunch/Dinner</p></li><li><p>
Professional Development Budget</p></li><li><p>
Recreational area for in-house games</p></li><li><p>
Sporadic On-shore training opportunities</p></li><li><p>
Friendly work environment</p></li><li><p>
Leave Encashment</p></li></ul><p></p><p><b><i>
Disclaimer:</i></b><i> At Contour, we attribute our success to the unique contributions of our diverse staff. We&rsquo;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&rsquo;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.</i></p><p></p><p><i>
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.</i></p></div><p></p>

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