Software Support Team Lead

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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 Position

We are seeking an enthusiastic, career-oriented Customer Support Analyst (Team Lead) 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 Karachi / Lahore Office.

Key Responsibilities

Reporting to the Manager of Customer Support, the core responsibilities of the position include:

Team Leadership (Performance Management, Training, Coaching, And Development)

• Foster a high-performance culture by providing ongoing coaching and development opportunities for team members.
• Conduct weekly one-on-one meetings with direct reports to review their progress toward personal and professional goals.
• Onboard and train new team members, ensuring they are equipped with the necessary skills and knowledge to succeed.
• Plan and execute cross-training initiatives to enhance the team's product knowledge and issue resolution capabilities.
• Monitor and evaluate team performance, providing constructive feedback and managing performance reviews.
• Listen and respond to ongoing challenges or concerns from team members and provide guidance to resolve them.
• Promote a culture of continuous learning and growth within the team, creating opportunities for personal and professional development.
  
  

Customer Focus

• Oversee and manage customer escalations, ensuring the retention of key customer accounts and addressing issues efficiently.
• Recognize trends and recurring issues, working with internal teams to create targeted training or change requests.
• Ensure that customer service level agreements
  
  

Job Qualifications

• Education: Bachelor's degree or college diploma preferred.
• Experience: 10+ years of experience in customer service, with at least 2+ years in a leadership role.
• Industry Experience (Preferred): Experience in hospitality, service, or related industries is a plus.
• Flexibility: Willingness to work non-traditional hours, including evenings or weekends, as needed.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to present ideas and feedback clearly.
• Leadership Skills: Experience managing a team or group of individuals, with a focus on coaching and professional development.
• Technical Skills: Experience in troubleshooting software issues or managing software-related customer queries is an asset.
• Additional Knowledge (Preferred): Basic Accounting knowledge is a plus. Experience with Hospitality and Club Industry products would be an asset.
  
  

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 functionEngineering and Information Technology
• IndustriesIT Services and IT Consulting

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