Product Support Specialist

7 days 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

Dealer Information Systems Corporation (Client) is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based in Bellingham WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management so they don't have to deal with many vendors but just one full-service company.

Division Profile: https://www.discorp.com/

The Position

We are seeking a dedicated and enthusiastic Product Support Specialist to join our team in Lahore. This is an exciting opportunity for an individual who is passionate about customer support, technology, and problem-solving. The ideal candidate will be proactive, highly organized, and possess exceptional verbal and written communication skills. As a key member of our product support team, you will be responsible for assisting customers with technical issues, providing training, and ensuring an exceptional user experience across all our products.

Key Responsibilities
  • Customer Support and Troubleshooting:
    • Provide technical support and troubleshoot product issues across multiple communication channels (tickets, calls, emails).
    • Effectively diagnose and resolve customer issues by applying analytical, technical, and problem-solving skills.
    • Ensure timely resolution and follow-up on all open support tickets.
  • Collaboration and Communication:
    • Work closely with other teams (e.g., development, customer success) to discuss, analyze, and resolve complex issues.
    • Maintain clear, concise, and professional communication with customers and internal teams.
    • Provide status updates on customer issues to both customers and management, escalating as necessary.
  • Technical Investigations and Documentation:
    • Investigate root causes of reported issues and identify potential bugs or areas for improvement in the product.
    • Document common issues, solutions, and best practices in a Knowledge Base to empower customers and improve overall product understanding.
    • Track and prioritize issues based on severity and customer impact, ensuring critical issues are escalated promptly.
  • Customer Success Focus:
    • Proactively reach out to customers to gather feedback and understand any challenges they may be facing with the product.
    • Ensure a positive and professional experience, striving to meet customer satisfaction goals.
  • Training and Development:
    • Participate in training sessions to stay updated on product features, industry best practices, and emerging technologies.
    • Contribute to the creation of internal and external training materials such as help guides, video tutorials, and webinars.
  • Other Duties:
    • Provide after-hours or weekend support as needed, ensuring customers receive timely assistance.
    • Support customer queries and follow through with detailed solutions (approximately 50% of duties).
    Required Qualifications
    • Educational Background:
      • A degree in Computer Science or a related field (or equivalent experience).
    • Professional Experience:
      • 4+ years of technical support experience, preferably in a related field such as ERP, accounting, or business applications.
      • Prior experience with helpdesk or customer service roles is highly desirable.
    • Technical Skills:
    • Strong troubleshooting and diagnostic skills, with experience in software and operating system support.
    • Knowledge of mobile devices - iOS (Apple) & Android environment.
    • Troubleshoot web applications.
    • Basic SQL knowledge/experience.
    • Familiarity with ERP and business applications is an advantage.
    • Communication Skills:
      • Excellent command of the English language, both verbal and written.
      • Ability to convey technical information in a clear and understandable manner.
      • A neutral-to-American accent is preferred.
    • Personal Attributes:
      • High levels of enthusiasm, energy, and a customer-first mindset.
      • Strong analytical thinking and problem-solving abilities.
      • Ability to prioritize tasks, handle multiple requests simultaneously, and meet deadlines in a fast-paced environment.
      Additional Desired Skills
      • Experience with ticketing systems (e.g., Zendesk, Jira, Freshdesk, etc.).
      • Familiarity with cloud-based software and remote troubleshooting tools.
      • Previous experience in supporting ERP, accounting, or business management software.

      Work Timings
      • Shift Hours: 4:00 AM to 6:00 PM Pacific Standard Time (3:00 PM to 5:00 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.
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