Junior Client Services Representative

5 days ago

Islamabad, Islamabad, 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

Omnira is an established energy software company that brings clarity and efficiency to core E&P business processes. Omnira works with over 100 leading energy and consulting companies to provide proven solutions to tackle some of the most challenging business problems. Our Solution MOSAIC is used for petroleum economic evaluations, reserves management and reporting, decline and type curve analysis, and supporting budgeting and capital management processes. As an industry leader, Omnira Software continues to grow steadily in worldwide markets.

Division Link: www.omnirasoftware.com

About The Role

As a Client Services Representative, you will be the first point of contact for MOSAIC clients, providing expert-level support, troubleshooting issues, and delivering training to ensure clients maximize the software's capabilities. You will collaborate with teams across different time zones to resolve queries related to reserves management, budgeting, capital management, and petroleum economic evaluations.

This role requires strong technical, analytical, and communication skills to effectively assist clients and document key insights to improve MOSAIC workflows. This role is foundational in our support offering and a key to achieving individual growth within the company.

Key Responsibilities
  • Provide first-line MOSAIC Help Desk support, addressing client queries related to software functionality and workflows.
  • Troubleshoot and resolve issues related to software access, calculations, and database configuration.
  • Support MOSAIC clients with petroleum economics, reserves management, budgeting, and capital planning workflows.
  • Maintain active communication with the MOSAIC Client Services Team across different time zones to ensure seamless support.
  • Deliver training sessions for MOSAIC clients and prospects to optimize software utilization.
  • Assist in documenting new features, workflows, and client FAQs for MOSAIC Help resources.
  • Log client feedback and enhancement requests to improve MOSAIC functionality and user experience.
  • Assist with software testing to ensure the accuracy of new features and existing functionalities.
  • Provide feedback to improve MOSAIC workflows, usability, and system performance.
  • Support ongoing process improvements and automation initiatives within the Client Services Team.

Must-Have

Qualifications & Skills
  • Bachelor's degree or Technical Certification in a relevant field (Economics, Engineering, Mathematics, or Accounting).
  • 1-3 years of experience in a technical support, software support, or petroleum industry-related role or comparable relevant experience.
  • Strong verbal and written communication skills for client interactions and documentation.
  • Excellent analytical and problem-solving skills to diagnose and resolve client issues.
  • Proficiency in Microsoft Excel for data analysis and reporting.
  • Basic SQL knowledge for data extraction and troubleshooting is a nice to have.

Preferred
  • Background in Petroleum Engineering or experience as a Petroleum Technician.
  • Work experience in reserves management, petroleum economics, budgeting, or field development planning.
  • Upstream oil & gas industry experience with an understanding of economic evaluations and forecasting.

Work Shift
  • 8 PM to 5 AM Pakistan Time (8 AM to 5 PM Mountain Standard Time)

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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