Customer Support Agent

24 hours ago

Lahore, Punjab, Pakistan Contour Software Full time

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

The Division

Harris provides mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia. Follow us on social media to learn more about our company values, culture, and initiatives.

Division Link: www.Harriscomputer.com

The Position

As a Customer Support Agent, you will be the first point of contact for users of our Financial Operations systems, handling Tier 1 and 2 support cases and inquiries. You will provide timely, effective assistance across multiple applications and collaborate with teams across time zones as part of Harris's global Finance/Client Care team. This role requires strong technical support experience, along with excellent communication skills, to troubleshoot issues, document insights, and contribute to continuous improvement in user experience.

Duties And Responsibilities:

  1. Primary Point of Contact: Act as an initial point of contact for all Financial Operations support requests, prioritizing client satisfaction and swift issue resolution.
  2. Ticket Categorization and Assignment: Classify and assign all incoming tickets with the correct problem type and support tier (Tier 1 or Tier 2) within 4 business hours to ensure accurate routing in the Finance Systems Support queue.
  3. Issue Escalation: Escalate issues that exceed support capabilities, providing clear written documentation and, when necessary, conducting a verbal handoff to Tier 2 support.
  4. Ticket Monitoring and Resolution: Actively track Tier 1 tickets to ensure timely updates and resolution. Tickets must be resolved, closed with user approval, escalated, or placed in pending status by the third business day.
  5. User Setup and Access Requests: Fulfill user setup and access modification requests within 1 business day, ensuring all necessary access approvals are attached to the ticket.
  6. Service Level Compliance: Maintain adherence to defined service levels for unresolved issues by reassigning tickets to the appropriate internal or external teams as required.
  7. Process Improvement: Suggest solutions and improvements to optimize support delivery and enhance the client experience.
  8. Pending Ticket Management: Provide a clear explanation for any ticket placed in pending status. All pending tickets must be reviewed and updated within 2 business days.

Required Skills:

  • Bachelor's degree in Computer Science or a related discipline.
  • Minimum of 3 years' experience providing support for enterprise software, ideally in an international, publicly traded client environment.
  • Strong customer orientation with a demonstrated ability to build and maintain client relationships and deliver service-focused solutions.
  • Fluent in English, with strong verbal, written, and reading comprehension skills.
  • Demonstrated ability to quickly learn and apply new systems, tools, and business processes.
  • Proficient in Microsoft Office 365 applications, including Outlook, Word, Excel, and Teams.
  • Highly adaptable and able to adjust effectively to shifting priorities and dynamic environments.
  • Strong communication skills, with the ability to tailor verbal and written messaging to diverse audiences, including senior executives, operational staff, and external partners.
  • Results-driven, with a proven track record of meeting objectives under pressure.
  • Strong attention to detail, with a commitment to accuracy and completeness in all tasks. Teamwork - Positive team attitude and ability to adapt to a fast-paced environment.

Good To Have:

  • Experience with the Great Plains, SQL, and automation (such as Power automate) shall be an asset.
  • Basic knowledge of the structure of a Financial Operations team.

Work Timing:

  • Monday to Friday, 8 AM to 5 PM EST (5 PM to 2 AM Pakistan Standard Time)
  • Weekend Availability: Must be willing to work on weekends when/if required.
  • After Hours Support: Willingness to provide support outside standard business hours as needed.

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

Disclaimer: 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. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

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