Customer Support Analyst

Overview

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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 that serves customers in 100+ countries. With a broad 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 Position

We are seeking an enthusiastic, career-oriented Customer Support Analyst who is passionate about providing excellent service. 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; will also involve with handling a team of Support Analysts. This position will be based at our Contour Lahore Office.

Primary Responsibilities

• 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.
• Product Knowledge & Guidance: Provide product knowledge to existing clients, suggest upgrades, and ensure clients understand how to use our software effectively.
• 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.
• Documentation & Tracking: Document, track, and monitor client issues within ticketing systems to ensure timely resolutions.
• Service-Related Support: Assist with service-related inquiries, membership upgrades, booking requests, and other client needs, ensuring smooth and efficient service delivery.
• Event & Service Support: Gain hands-on experience in assisting with club events and managing member access to exclusive offerings, ensuring top-notch member service.
• Monitor & Improve Member Satisfaction: Participate in identifying areas for improvement based on member feedback and proactively ensure systems and processes run smoothly.
• Time Management & Prioritization: Manage multiple requests, prioritize tasks based on urgency, and meet Service Level Agreements (SLAs) for a seamless customer experience.
• Team Communication & Collaboration: Work closely with cross-functional teams to share insights and updates on member or client needs, ensuring all teams are aligned on service delivery.

Skills & Qualifications

• Communication Skills: Excellent verbal and written communication in English, with the ability to convey technical information clearly and professionally to clients and colleagues.
• Customer Service Experience: Prior experience in customer service or helpdesk support, with a passion for problem-solving and assisting others.
• Network and Windows File Sharing: Knowledge of File Sharing, Mapping Drives, forwarding of Ports is required. (Understanding of PowerShell would be an asset)
• Hardware and Windows Server: Knowledge of Processor Speeds, Domain Controller, Active Directory, Managing Group Policies. (Familiarity with VMware/ Hyper V would be an asset)
• Technical Proficiency: Experience with website and CRM applications; knowledge of HTML and strong working knowledge of Microsoft Office.
• Organizational Skills: Strong multitasking and organizational abilities, with attention to detail and the ability to manage and track multiple issues or requests.
• Calm Under Pressure: Ability to stay composed and effectively troubleshoot technical issues while handling multiple client requests.
• Team-Oriented: Ability to work effectively in a collaborative team environment, contributing positively to team goals.
• Adaptability & Resilience: Willingness to learn and adapt to new tools and processes while maintaining a professional and positive attitude in a dynamic environment.
• Accountability: Track and resolve customer issues, ensuring a timely and thorough follow-up. Maintain confidentiality and professionalism when dealing with clients.

Educational & Technical Requirements

• Education: Bachelor's degree in Computer Science or related field.
• Experience: 3+ years of experience in a technical support or customer service environment.
• Additional Knowledge (Preferred): Basic Accounting knowledge is a plus. Experience with Hospitality and Club Industry products would be an asset.
• Ticketing Systems: Familiarity with ticketing and internal systems to record implementation and support issues.

What You'll Bring

• Passion for Service: A genuine passion for customer service and helping others, with strong problem-solving and communication skills.
• Willingness to Learn: A keen interest in learning about club management systems, member benefits, and event coordination in a fast-paced, service-driven environment.
• Attention to Detail: Strong organizational skills to track customer requests and ensure they are addressed promptly and accurately.
• Professionalism & Discretion: Understanding the importance of maintaining confidentiality and providing respectful service to all members and clients.

Workshift (Job Timings)

• Shift Hours:
• Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time)
• Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time)
• Weekend Availability: Must be willing to work on weekends when required.
• After Hours Support: Willingness to provide support outside standard business hours as needed.

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

IT Services and IT Consulting

Note: This job description reflects the responsibilities and requirements for the role as of the date posted and is subject to change.

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