Contour Software
Tech / AI / Software
TechnicalSupportAnalyst
Neural analysis suggests this role is
optimal for Mid candidates.
“Technical Support Analyst at Contour Software. Skills: Technical Support, Customer Service, Problem Solving, Troubleshooting. Provide post-sales support for iManage software products and RBRO software products to clients. Serve as a subject matter expert for broad and complex technical issues, providing first call resolution through phone and email support channels”
What You'll Achieve.
build client relationships that positively promotes the organization; resolve reported client issues; first call resolution
Industry & Context.
Innovative problem solver; Logical analyst; technical skills and expertise
Provide “on call” support on a rotating basis, Willing to work weekends (if required)
What They're Looking For.
Must Have
Over 3 years of proven experience directly resolving technical issues via e-mail and telephone, Comprehensive understanding of Windows OS environments, understanding of SQL Server administration or scripting, general understanding of computer systems, mobile devices and other technologies, Functional understanding of change and release management, Experience with remote desktop applications and screen-share software (eg. MS Teams), Experience with providing step-by-step technical help, both written and verbal
Nice to Have
Certification in iManage Work, and Microsoft technologies such as Windows, Azure, or similar technologies is preferred, Experience with the legal industry is preferred, Experience with accounting software is preferred
What You'll Do.
Provide post-sales support for iManage software products and RBRO software products to clients
Serve as a subject matter expert for broad and complex technical issues
providing first call resolution through phone and email support channels
and resolve issues quickly
escalating as appropriate
Log all cases and case activity in the case management system
Develop a working knowledge of the organization’s software and processes
Provide “on call” support on a rotating basis
Identify opportunities to improve or automate repetitive tasks
Assist the organization to better serve our clients using your knowledge and insight of our clients’ requirements and needs
Perform various other duties as assigned
How You'll Work.
Team & Collaboration
sharing customer feedback with other internal groups
Communication Scope
Excellent verbal and written communicator; effective interpersonal skills
Full Job Description
_**About Contour**_ [Contour Software](http://contour-software.com/) 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** RBRO Solutions is a CORA Legal Group software company that provides best of breed products to the legal and corporate legal markets. Come and work with a modern agile team working with the latest and greatest technologies in a to ensure that we continue to innovate and remain as one of the top companies in our industry. We are passionate about serving our customers all around the globe with the best technology possible. Division Link: [ _https://www.rbrosolutions.com/_](https://www.rbrosolutions.com/) **The Position: ** The Technical Support Analyst (TSA) is a core role in the Customer Success & Support department. This individual is a member of the Support Team which investigates and resolves reported client issues and builds strong client relationships that positively promotes the organization. This individual will be responsible for
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