Technical Support Specialist L2

Join to apply for the Technical Support Specialist L2 role at Contour Software

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 part of a global enterprise software conglomerate, ranked among the top 10 software companies worldwide, with employees and customers in over 100 countries. We offer a broad portfolio of market-leading enterprise solutions across various industries, providing a dynamic environment for building long-term careers.

The Division

Jonas Club Software focuses on creating exceptional experiences for clubs through innovative technology, industry-leading services, and long-term partnerships. More about the division can be found here: Jonas Synergy.

The Position

We are seeking an enthusiastic, career-oriented Technical Support Specialist (L2) with excellent communication skills, a strong technical background, and a customer-first approach. The role involves troubleshooting and resolving technical issues related to our Club Software products, supporting various other offerings, and collaborating across teams to ensure excellent service delivery. The position is based in Karachi, working closely with clients and internal teams in a fast-paced environment.

Key Responsibilities

1. Customer Support & Issue Resolution: Assist clients via email, phone, ticketing systems, and live chat; troubleshoot software issues and provide timely resolutions.
2. Technical Troubleshooting & Escalation: Handle complex issues like network/server problems, escalate unresolved issues appropriately.
3. Product Knowledge & Guidance: Provide training, suggest upgrades, and help clients maximize software use.
4. Cross-Team Collaboration: Work with Development, QA, and other departments to resolve issues.
5. Documentation & Tracking: Record and monitor client issues through ticketing systems.
6. Service Support: Assist with service inquiries, memberships, event bookings, and client needs.
7. Database & Technical Support: Use SQL to query databases, support application installations, and troubleshoot network issues.
8. Event & Service Support: Support club events and manage member access.
9. Monitor & Improve Satisfaction: Collect feedback and address service issues to enhance user experience.
10. Time Management & Prioritization: Handle multiple requests efficiently, adhere to SLAs.
11. Ownership & Accountability: Take responsibility for client issues from start to finish.

Skills & Qualifications

1. Excellent verbal and written English communication skills.
2. Strong knowledge of Microsoft Office, website applications, SQL (MS SQL or MySQL), Windows Server environments.
3. Minimum 5+ years in customer service/helpdesk roles, with a passion for problem-solving.
4. Experience with database management, scripting (e.g., C#), and familiarity with Microsoft Azure and Virtual Servers is a plus.
5. Excellent organizational skills, attention to detail, and ability to multitask.
6. Ability to work under pressure and adapt to changing environments.
7. Ability to work independently and as part of a team, taking ownership of issues.
8. Bachelor's degree in Computer Science, IT, or related field.
9. 3+ years in a similar technical support role preferred.
10. Customer service-oriented with a focus on quality and professionalism.

Preferred Skills

1. Basic accounting knowledge.
2. Experience with ticketing and issue tracking systems.
3. Willingness to learn new tools and systems related to club management and event coordination.

What You'll Bring

• Passion for customer service and technical problem-solving.
• Excellent communication skills for explaining technical issues.
• Ability to work in a fast-paced, collaborative environment.
• Strong organizational and time management skills.
• Professional demeanor and ability to handle sensitive information.

Workshift (Job Timings)

• Training (Probation): 9 AM - 5 PM EST (6 PM - 3 AM PKT)
• Post Probation: 6 AM - 3 PM EST (3 PM - 12 AM PKT)
• Willingness to work weekends and outside standard hours as needed.

Benefits

• Market-leading salary, medical coverage, provident fund, bonuses, internet subsidy, conveyance allowance, profit sharing, life benefits, childcare facilities, company-provided meals, professional development budget, recreational areas, occasional training, friendly environment, and leave encashment.

Inclusivity & Equal Opportunity

We value diversity and are committed to providing accommodations for individuals with disabilities. Qualified candidates with special needs are encouraged to apply and contact our HR team for assistance.