The Technical Support Analyst is a key member of the Customer Success & Support department, responsible for delivering expert technical support for iManage and RBRO software products. This role ensures client satisfaction by diagnosing and resolving technical issues while fostering strong customer relationships.
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
- Troubleshoot, analyze, reproduce, and resolve issues quickly, escalating as appropriate
- Log all cases and case activity in the case management system
- Develop a strong 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
What We're Looking For
- Postsecondary education in Information Technology, Computer Science or another relevant field
- Over 3 years of proven experience directly resolving technical issues via e-mail and telephone
- Comprehensive understanding of Windows OS environments
- Strong understanding of SQL Server administration or scripting
- Strong 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
- Experience with the legal industry
- Experience with accounting software
Technical Stack
- iManage Work
- RBRO software products
- Windows OS
- SQL Server
- Microsoft Teams
- Remote desktop applications
- Screen-share software
Team & Environment
Member of the Support Team within the Customer Success & Support department
Benefits & Compensation
- 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
Compensation includes a market-leading salary, performance-based bonuses, and a profit sharing plan for tenured employees.
Work Mode
Work locations: Karachi, Lahore, Islamabad. Workshift: 9 AM to 5 PM Eastern Standard Time; willingness to work weekends if required.
At Contour, we attribute our success to the unique contributions of our diverse staff. We’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’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. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations.
