Client Care Trainee

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! We are excited to welcome enthusiastic trainees in Contour Software Client Care Service Line. This is a fantastic opportunity to start your career in IT/Customer/Technical support. You don’t need prior experience—just a willingness to learn, grow, and contribute to our team The successful candidates would be guided further to become a part of our UK based Division (AMT Sybex); candidates who go through the training period and successfully complete the term with the division as a Trainee would eventually see a full time role with AMT Sybex AMT-SYBEX has been providing business critical solutions to customers in the energy, utilities, and transport sectors for over 20 years. We deliver Enterprise Asset Management and Mobile Field Workforce solutions to a range of asset-centric companies Division Link: www.amt-sybex.com Role: The Enterprise Asset Management and Mobile Business Unit provides premium Enterprise Asset Management Application Support and has a vacancy for an enthusiastic and dedicated Support Analyst, reporting to the Mobile Support Team lead The Trainee would need to provide customer support for our software applications across various sectors for our products. As a team member you will provide timely and efficient application and technical support to customers. Using sound judgement and taking decisions within established procedures for each case you will diagnose and skilfully identify and apply prioritisation to ensure all are managed within Service Level Agreements with quality standards to maximise customer satisfaction The role will require support experience aligned with ITIL and service management in the IT industry JOB RESPONSIBILITIES:

• Logging incidents received directly from end users via phone and email into our Incident Management System
• Provide Case diagnosis to inform resolution
• Progression and Resolution of Cases (Incidents), provide technical 2nd and 3rd level product support to customers for their solutions including its users and associated services and configurations
• Proactive application checks & system monitoring
• Ensure customers are kept updated on progress of reported incidents
• Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
• Take ownership of assigned support incidents and escalate issues where appropriate to ensure the progression and resolution
• Collaborate with support, development, and testing teams to deliver resolutions to support incidents
• Deployment of releases and Service Configuration Management

JOB QUALIFICATIONS: Essential

• Strong analytical and problem-solving experience
• Incident, Problem, Knowledge and Change disciplines
• Basic knowledge of Windows, iOS and/or Linux operating systems
• Basic SQL Knowledge
• Basic knowledge of scripting languages such as PowerShell, BASH
• Basic knowledge of .Net

Your Personal Characteristics will include:

• Excellent verbal and written communication skills
• Logical and analytical, with a methodical approach to problem solving
• Solution focused, with ability to prioritise
• Self-motivated, resourceful, and keen to learn and share knowledge
• Enthusiastic, motivated, empathetic