Technical Support Agent

5 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

Making payments simple is our passion – Harnessing the financial strength and stability of our parent company, Constellation Software, Inc. (TSE: CSU), Constellation Payments was born to provide one simple payment solution that helps businesses all over the world eliminate manual effort, streamline workflows, and gain back time to focus on core competencies.

We proudly stand by our ideals of honest practices and personal responsibility as we consistently strive to bring better solutions to our partners. It's our promise to provide our partners and their customers a simple, reliable, and secure way to process payments of every kind. We achieve this through an absolute commitment to integrity, innovation, accountability, and caring about every transaction as if it were our very own.

Division Link: https://csipay.com/

The Position

As a Tier 2 Technical Support Agent, you'll serve as a key escalation point for complex technical issues that Tier 1 agents are unable to resolve. You will interact directly with merchants, developers, and internal teams to diagnose and troubleshoot payment-related issues, guide users through system integrations, and work closely with product and engineering teams to resolve bugs or provide feedback.

How will you make an impact?
  • Ownership: with a small team you will be able to take direction and lead projects to make sure deadlines are met
  • Learn and grow: you will work with our small team to come up with fresh new ideas and concepts to help product development
  • Succeed together: you will get the opportunity to share your knowledge and skills to help shape the company by being a mentor to developers on the team
  • You will live up to the rest of our values and promises by committing to integrity, innovation, accountability, and caring about every transaction as if it were own very own

Key Duties & Responsibilities
  • Respond to and resolve complex technical support tickets escalated from Tier 1 support.
  • Troubleshoot issues related to payment gateways, API integrations, tokenization, webhooks, and transaction processing.
  • Collaborate with internal teams such as Engineering, QA, and Product to investigate and resolve technical problems.
  • Analyze logs, API calls, and transaction data to identify issues and provide actionable insights.
  • Assist merchants and partners with system configuration, SDK usage, and integration best practices.
  • Create and update internal documentation and knowledge base articles to improve support processes.
  • Provide feedback to product teams based on recurring support issues or feature requests.
  • Participate in on-call support rotations 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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