Integration Support Analyst

2 weeks ago

Karachi, Sindh, Pakistan EWS Group Full time
Customer Support Analyst (FrontEnd)

Apply locations PER - Karachi, PK time type Full time posted on Posted 2 Days Ago job requisition id R42223

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
Jonas Software is the leading provider of enterprise management software solutions in 17 vertical industries. Within each vertical market, Jonas boasts a group of market-leading brands, all of which are respected and longstanding leaders within their own domain. Jonas is an operating group of Constellation Software Inc. (CSI) - publicly traded on the Toronto Stock Exchange under the ticker symbol CSU. Constellation Software Inc. acquires, maintains, supports and enhances software systems for life. This position is part of our Jonas Club ERP's global R&D team. Worldwide over 2,200 clubs in more than 17 countries, with memberships ranging from 100 to 20,000, utilize the Jonas Club ERP Software to build and enrich member relationships, increase revenues, and decrease costs.

The Position:
We are seeking an enthusiastic, career-oriented Customer Support Analyst for our ClubHouse Online Product who is passionate about providing excellent service with a strong customer focus and a background in web-based products and services. This individual will be a highly motivated team player with exceptional communication skills and a strong ability to troubleshoot and resolve technical issues. You will work to ensure a positive and professional user experience for clients using our Club Software products and other offerings. The role also involves collaborating with different departments to provide efficient and comprehensive support. This position will be based at our Contour Karachi Office.

Primary Responsibilities:

  1. Customer Support & Issue Resolution: Assist clients with inquiries and technical issues via email, ticketing systems, phone, and live chat. Troubleshoot software-related issues and provide solutions.
  2. Product Knowledge & Guidance: Provide product knowledge to existing clients, suggest upgrades, and ensure clients understand how to use our software effectively. Listen and serve as primary Support liaison between Clients and Jonas Web Products.
  3. Collaborate Across Teams: Work closely with DEV and QA teams to resolve client issues. Interface with other departments like operations, concierge, event management, and membership administration to support overall club operations.
  4. Documentation & Tracking: Document, track, and monitor client issues within ticketing systems to ensure timely resolutions.
  5. Service-Related Support: Assist with service-related inquiries, membership upgrades, booking requests, and other client needs, ensuring smooth and efficient service delivery.
  6. Event & Service Support: Gain hands-on experience in assisting with club events and managing member access to exclusive offerings, ensuring top-notch member service.
  7. Monitor & Improve Member Satisfaction: Participate in identifying areas for improvement based on member feedback.

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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