Technical Support Specialist

Technical Support Specialist (Accounting)

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Technical Support Specialist (Accounting)

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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

Constellation's Dealership Group (https://constellationdealer.com) provides software and related services to dealerships across North America. It is comprised of market leading product lines which offer mission critical software across the following specialized dealership markets: Outdoor Power Equipment ("OPE"), Power Sports, Agriculture, Lift Truck, RV, and Marine. The Constellation Dealership group is part of Constellation Software Inc., a Canadian-based company, with annual revenues of approximately $3.5 billion.

The Position

We are looking to hire a Technical Support Specialist (Accounting), with exceptional communication skills - both verbal and written. The individual will be responsible for providing Tier 2 technical applications support to our customers via telephone. This will involve answering complex questions on function and usage of our products, troubleshooting, and resolving issues with the software. The resource would be based off in our Lahore Contour Software Office.

Division Link: https://chartersoftware.com/

Position Overview

We are seeking a detail-oriented and customer-focused Technical Support Specialist with a background in accounting systems to provide front-line support for our proprietary software and hardware products. The ideal candidate is enthusiastic, analytical, and fluent in English, with a passion for helping customers resolve issues efficiently and professionally.

Key Responsibilities

• Provide technical support to customers via phone, email, and live chat for proprietary software and hardware systems.
• Troubleshoot and resolve software-related and basic hardware issues efficiently.
• Utilize a ticketing system to:
  • Open, manage, and close support tickets
  • Prioritize and update tickets with accurate, timely documentation
• Escalate complex or critical issues to the team lead or development team.
• Maintain and update the knowledge base with new troubleshooting information and resolutions.
• Achieve a minimum 80% customer satisfaction score on closed tickets.
• Consistently meet team KPIs such as:
  • Number of tickets closed per day
  • Average resolution time
  • First contact resolution rates
• Handle after-hours and weekend inquiries, as required.
  

Required Skills & Qualifications

• Excellent English communication skills – verbal and written
• Customer service excellence – polite, professional, and tactful
• Strong analytical and problem-solving abilities
• Detail-oriented and a quick learner
• Basic understanding of ERP Accounting principles:
  • Accounts Receivable (AR)
  • Accounts Payable (AP)
  • General Ledger (GL)
• Experience using accounting software, especially QuickBooks
• Minimum 1–2 years of experience in a technical or software support role
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira) and knowledge bases
• Proficient in Microsoft Office Suite
• Bachelor's degree (preferably in Accounting, Business Management, or related field)
  

Preferred / Nice To Have

• Experience living or studying in North America or the U.K.
• Familiarity with cloud-based and on-premise software environments
• Basic Windows OS and hardware troubleshooting
• Familiarity with remote access tools (e.g., TeamViewer, AnyDesk)
  
  

Work Schedule

• Monday to Friday – 9:00 AM to 6:00 PM (Eastern Standard Time)
• Flexibility to work weekends or after-hours, if 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 levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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