Senior Customer Support Analyst

10 hours ago


Lahore, Punjab, Pakistan Contour Software Full time

Join to apply for the Senior Customer Support Analyst role at Contour Software

Join to apply for the Senior Customer Support Analyst 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.

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.

Division Link:

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: 6+ 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.

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.Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionOther
  • IndustriesIT Services and IT Consulting

Referrals increase your chances of interviewing at Contour Software by 2x

Get notified about new Senior Customer Support Analyst jobs in Lahore, Punjab, Pakistan.

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

  • Lahore, Punjab, Pakistan EWS Group Full time

    Senior Customer Support Analyst page is loadedSenior Customer Support AnalystApply locations PER - Lahore, PK time type Full time posted on Posted Yesterday job requisition id R46726About ContourContour 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...


  • Lahore, Punjab, Pakistan EWS Group Full time

    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...


  • Lahore, Punjab, Pakistan Contour Software Full time

    About ContourContour 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....


  • Lahore, Punjab, Pakistan Gtradecenter Full time

    Application Support AnalystContour Software (PVT) Ltd Lahore, Punjab, PakistanStart Date: 12/23/2020We are looking to hire Application Support Analysts (L2), with exceptional communication skills - both verbal and written. The individual will be responsible for providing technical telephone applications support to our customers. This will involve answering...

  • Customer Services

    4 weeks ago


    Lahore, Punjab, Pakistan 247 Support Full time

    Bachelor's degree in any discipline, preferably in business, marketing, or communication, with a minimum CGPA of 3Customer ServicesWe are seeking fresh graduates for On Rotation Customer Services job in our Lahore-based Office. As a successful candidate, you will join our dynamic team and provide support to our valued customers on rotation basis.Job days are...


  • Lahore, Punjab, Pakistan i3RL Private Limited Full time

    Get AI-powered advice on this job and more exclusive features.Direct message the job poster from i3RL Private LimitedHead of Human Resources | Global Talent Partner | Creative Leader | OD& Operations l People & Culture specialist helping teams overcome overwhelm and…i3RL Private Limited looking for an experienced and highly skilled Senior Business System...


  • Lahore, Punjab, Pakistan Abbasi and Company Private Limited Full time

    Abbasi and Company Pvt Ltd (ACPL) is one of the Pakistan's leading financial brokerage firms, licensed by SECP and a member of both the Pakistan Stock Exchange (PSX) and Pakistan Mercantile Exchange (PMEX). We specialize in stock brokerage, commodities, investment advisory, and high-quality market research. Our research team is a vital part of our client...


  • Lahore, Punjab, Pakistan Kavak Full time

    Join to apply for the Senior Business/Market Intelligence Analyst role at Kavak.comJoin to apply for the Senior Business/Market Intelligence Analyst role at Kavak.comGet AI-powered advice on this job and more exclusive features.KAVAK is the number one e-commerce in the purchase and sale of pre-owned vehicles with the fastest growth in Latin America. We work...


  • Lahore, Punjab, Pakistan beBeeCustomerSupportAnalyst Full time

    Job DescriptionAre you passionate about delivering exceptional customer experiences? We're seeking a highly motivated and skilled Customer Support Analyst to join our team. As a key member of our support team, you will be responsible for providing timely and professional assistance to our clients, ensuring their needs are met with the highest level of...


  • Lahore, Punjab, Pakistan Abbasi and Company Private Limited Full time

    Location: LahoreExperience: Minimum 5 YearsDepartment: Equity ResearchCompany: Abbasi and Company Pvt LtdAbbasi and Company Pvt Ltd (ACPL) is one of the Pakistan's leading financial brokerage firms, licensed by SECP and a member of both the Pakistan Stock Exchange (PSX) and Pakistan Mercantile Exchange (PMEX). We specialize in stock brokerage, commodities,...