Software Support Consultant (L2)

The Division

Voyagerr is part of the Modaxo Group, which is an international division of Volaris that in turn is one of six operating groups of Constellation Software Inc. (CSI).

CSI is a publicly traded company on the Toronto Stock Exchange [CSU.TO]. CSI's subsidiaries are leading developers of technology solutions for vertical markets in North America, Europe, Australia and other markets

Volaris (https://www.volarisgroup.com/dk/) is a leading provider of enterprise software for agri-food, arts and culture, utilities, justice, rental management and people transport, among others.

Modaxo is Volaris' people transportation portfolio that develops and delivers enterprise passenger transport solutions to both public authorities and private operators in North America, Europe, Australia. You can view the full list of Modaxo companies and read about what each does in a little more detail, on the Modaxo website (https://modaxo.com/). Modaxo is the home of many of the world's most respected and widely used transport technology companies, including Voyagerr, Corethree, AEP, Pcentra, and many more.

Voyagerr is Modaxo Europe's division for Demand Responsive people transportation (DRT) solutions. Voyagerr's product development is carried out by staff at European offices in Denmark, Sweden, England, France, and Germany, as well as at Contour Software (PVT) Ltd Lahore.

Division Profile: https://voyagerr.com/

The Position

We are looking for a Software Support Consultant (L2) that is career oriented, passionate and hard working. This candidate should be a highly motivated team player with excellent verbal and written communication skills while being highly organized. This position is responsible for providing support/training and assist with technical issues on all products and ensuring a professional and positive user experience. The hired candidate will work out of the Contour Software Lahore office as an extension of the division-based Global Support Team.

Responsibilities

Duties And Responsibilities

• Support and Troubleshoot the software via Support Desk System, telephone/MS Teams or e-mail.
• Document, track and monitor calls and problems to ensure timely resolution.
• Create and monitor the Tickets to ensure all service requests are being managed effectively.
• Communicate with rest of the team to discuss the problem s and find the best solution.
• Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues.
• Research solutions to new problems/issues with company products and services.
• Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing.
• Analyze business system database to ascertain data damage or inconsistency. Plan and execute corrections, ensuring customer data integrity and minimize Client liability.
• Track and provide timely resolution status to customer and manager, escalating as needed.
• Attend offered training at the time or through recorded webinars.
• Use JIRA to record development requests.
• Creation of useful Knowledge Base articles as measured by usage, customer feedback.
  
  

Qualifications

Required Qualifications And Skills

• Minimum of 4+ years' experience supporting and deploying applications/products
• Typically requires an AA degree in technical field or equivalent experience and 5 or more years of technical support experience in related field.
• Must be enthusiastic and energetic with outstanding command of English (verbal and written).
• Previous experience and superior customer/helpdesk service skills.
• Strong multi-tasking and organizational skills with ability to meet deadlines.
• Strong written/verbal communication skills: Comfortable with providing support via Phone/MS Teams and Email
• Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies
• Strong technical aptitude; analytical and critical thinking skills
• Experience in supporting ERP/business applications/accounting applications would be considered an asset
  
  

Work Timings: 6:00 AM to 6:00 PM Central European Time (9 AM to 9 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