
Senior Customer Support Analyst
2 days ago
Senior Customer Support Analyst page is loaded
Senior Customer Support AnalystApply locations PER - Lahore, PK PER - Karachi, PK time type Full time posted on Posted 2 Days Ago job requisition id R46431About 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
Jonas Softwareis the leading provider of enterprise management software solutions in 17 vertical industries. Within each vertical market, Jonas boasts a group of market-leading brands, all of which are respected and longstanding leaders within their own domain. Jonas is an operating group of Constellation Software Inc. (CSI) - publicly traded on the Toronto Stock Exchange under the ticker symbol CSU. Constellation Software Inc. acquires, maintains, supports and enhances software systems for life. This position is part of our Jonas Club ERP's global R&D team. Worldwide over 2,200 clubs in more than 17 countries, with memberships ranging from 100 to 20,000, utilize the Jonas Club ERP Software to build and enrich member relationships, increase revenues, and decrease costs.
Division Link: https://www.jonasclub.com/
The Position:
We are seeking an enthusiastic, career-oriented Senior Customer Support Analyst 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 Office.
Primary Responsibilities:
- Customer Support & Issue Resolution: Assist clients with inquiries and technical issues via email, ticketing systems, phone, and live chat. Troubleshoot software-related issues and provide solutions.
- Product Knowledge & Guidance: Provide product knowledge to existing clients, suggest upgrades, and ensure clients understand how to use our software effectively.
- Documentation & Tracking: Document, track, and monitor client issues within ticketing systems to ensure timely resolutions.
- Monitor & Improve Member Satisfaction: Participate in identifying areas for improvement based on member feedback and proactively ensure systems and processes run smoothly.
- Time Management & Prioritization: Manage multiple requests, prioritize tasks based on urgency, and meet Service Level Agreements (SLAs) for a seamless customer experience.
- Team Communication & Collaboration: Work closely with cross-functional teams to share insights and updates on member or client needs, ensuring all teams are aligned on service delivery.
Skills & Qualifications:
- Communication Skills: Excellent verbal and written communication in English, with the ability to convey technical information clearly and professionally to clients and colleagues.
- Customer Service Experience: Prior experience in customer service or helpdesk support, with a passion for problem-solving and assisting others.
- Organizational Skills: Strong multitasking and organizational abilities, with attention to detail and the ability to manage and track multiple issues or requests.
- Calm Under Pressure: Ability to stay composed and effectively troubleshoot technical issues while handling multiple client requests.
- Team-Oriented: Ability to work effectively in a collaborative team environment, contributing positively to team goals.
- Adaptability & Resilience: Willingness to learn and adapt to new tools and processes while maintaining a professional and positive attitude in a dynamic environment.
- Accountability: Track and resolve customer issues, ensuring a timely and thorough follow-up. Maintain confidentiality and professionalism when dealing with clients.
Educational & Technical Requirements:
- Education: Bachelor's degree in Computer Science or related field.
- Experience: 5-8 years of experience in a technical support or customer service environment.
- Additional Knowledge (Preferred): Basic Accounting knowledge is a plus. Experience with Hospitality and Club Industry products would be an asset.
- Ticketing Systems: Familiarity with ticketing and internal systems to record implementation and support issues.
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.
Similar Jobs (9)Integration Support Analystlocations PER - Karachi, PK time type Full time posted on Posted 30+ Days AgoTechnical Support Specialist(Networking)locations PER - Lahore, PK time type Full time posted on Posted 30 Days AgoSenior Customer Support Analystlocations PER - Karachi, PK time type Full time posted on Posted 30+ Days AgoAs a subsidiary of CSI, Contour Software serves as a dedicated Global Centre, currently housing employees and teams for more than 150 Divisional and Corporate departments. Contour employees are key players in implementing, supporting, extending, enhancing, and renewing enterprise systems that run thousands of medium and large businesses, as well as public institutions, globally
#J-18808-Ljbffr-
Senior Customer Support Analyst
4 weeks ago
Karachi, Sindh, Pakistan Contour Software Full timeJoin to apply for the Senior Customer Support Analyst role at Contour SoftwareJoin to apply for the Senior Customer Support Analyst role at Contour SoftwareAbout ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.About ContourContour Software has grown from a dozen people to over 2,000 staff...
-
Customer Support Analyst
4 weeks ago
Karachi, Sindh, Pakistan Contour Software Full timeJoin to apply for the Customer Support Analyst (Team Lead) role at Contour SoftwareJoin to apply for the Customer Support Analyst (Team Lead) role at Contour SoftwareGet AI-powered advice on this job and more exclusive features.About ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.About...
-
Customer Support Analyst
20 hours ago
Karachi, Sindh, Pakistan Contour Software Full timeJoin to apply for the Customer Support Analyst (L1) role at Contour SoftwareJoin to apply for the Customer Support Analyst (L1) role at Contour SoftwareGet AI-powered advice on this job and more exclusive features.About ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.About ContourContour...
-
IT Support Analyst
3 weeks ago
Karachi, Sindh, Pakistan WPP Full timeJoin to apply for the IT Support Analyst role at WPPJoin to apply for the IT Support Analyst role at WPPGet AI-powered advice on this job and more exclusive features.WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.Working at WPP means being part of a global...
-
Senior Analyst
4 weeks ago
Karachi, Sindh, Pakistan Temenos Full timeJoin to apply for the Senior Analyst - Product Support role at TemenosJoin to apply for the Senior Analyst - Product Support role at TemenosAbout TemenosTemenos (SIX: TEMN) is a global leader in banking technology. Through our market-leading core banking suite and best-in-class modular solutions, we are modernizing the banking industry. Banks of all sizes...
-
Integration Support Analyst
3 weeks ago
Karachi, Sindh, Pakistan Contour Software Full timeJoin to apply for the Integration Support Analyst role at Contour SoftwareJoin to apply for the Integration Support Analyst role at Contour SoftwareAbout ContourContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.About ContourContour Software has grown from a dozen people to over 2,000 staff across 3...
-
Senior Data Analyst
4 weeks ago
Karachi, Sindh, Pakistan IQVIA Full timeJoin to apply for the Senior Data Analyst role at IQVIAJoin to apply for the Senior Data Analyst role at IQVIAJob OverviewUnder guidance, provides monitoring and support of the production job flow in a multi-platform environment.Job OverviewUnder guidance, provides monitoring and support of the production job flow in a multi-platform environment.Essential...
-
Senior Data Analyst
2 weeks ago
Karachi, Sindh, Pakistan Octdaily Full timeSenior Data AnalystDevelop, maintain, and optimize Power BI dashboards and reports.Write, debug, and optimize complex SQL queries to extract and manipulate data.Collaborate with business stakeholders to gather requirements and deliver actionable insights.Perform data profiling, data cleaning, and validation to ensure accuracy and consistency.Automate and...
-
Senior Product Analyst
4 weeks ago
Karachi, Sindh, Pakistan Softech Worldwide Full timeJoin to apply for the Senior Product Analyst role at Softech Worldwide1 year ago Be among the first 25 applicantsJoin to apply for the Senior Product Analyst role at Softech WorldwideWe are looking to expand our Product Management team which focusses on analyzing and designing all the activities during the VIDIZMO product development lifecycle. The goal is...
-
Senior Actuarial Analyst
2 weeks ago
Karachi, Sindh, Pakistan BADRI Management Consultancy Full time10 hours ago Be among the first 25 applicantsDirect message the job poster from BADRI Management ConsultancyPeople & Culture | Recruiter | HRIS | Workday Specialist | Gold Medalist | Lean Six Sigma Green Belt | Believer of FISH PhilosophyJob OverviewWe are seeking a highly skilled and motivated health actuary at a senior actuarial analyst level to join our...