Customer Support Team Member

5 days ago


Lahore, Punjab, Pakistan Contour Software Full time
About Contour Software

We're a subsidiary of Constellation Software Inc., a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world.

We've grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years, serving employees and customers in 100+ countries.

Our broad-based and ever-growing portfolio of market-leading solutions covers more than 100 industry domains in predominantly mature markets, creating the perfect environment for professionals to build fulfilling careers.

We serve all functions and departments, at the divisional as well as operating group/corporate level, providing services to CSI divisions located worldwide.

We're improving the payments experience in a growing number of industries through our Perseus Payments division.

Division Link: https://perseuspayments.com/

Job Description:

We're looking for a highly motivated and customer-focused individual to join our team as a Customer Care Representative. As a member of our expanding team, you'll provide exceptional support to clients, assisting with payment processing needs including onboarding, reconciliation, risk management, terminal ordering, and troubleshooting.

Key Responsibilities:
  1. Engage with customers via phone, email, and chat, demonstrating exceptional customer service skills and professionalism in every interaction.
  2. Develop expertise in various support processes and platforms, effectively managing multiple customer inquiries at once.
  3. Accurately document all customer interactions in our support system, ensuring thorough and clear records.
  4. Support clients with inquiries related to onboarding, reconciliation, risk management, and terminal troubleshooting, providing effective solutions for each.
  5. Diagnose and resolve technical issues with payment terminals, ensuring minimal disruption to client operations.
  6. Escalate unresolved or complex issues to higher support levels or relevant teams, ensuring timely follow-up and resolution.
  7. Adhere to company policies and procedures for both internal and external operations, maintaining consistency and compliance.
  8. Take on other tasks as needed to contribute to team goals and help drive the company's vision.
Requirements:
  1. Strong verbal and written communication skills, with the ability to convey clear and concise information.
  2. A methodical approach to gathering requirements, identifying issues, and finding effective solutions.
  3. Proficiency in Microsoft Office Suite and ability to learn additional support platforms quickly.
  4. Strong numerical skills to support reconciliation of bank statements and payment processing data.
  5. Minimum of 2 years of experience in the banking or payments industry.
  6. Demonstrated experience handling technical customer inquiries through phone and email.
  7. Associate or bachelor's degree, or relevant work experience.
Desired Skills:
  1. Familiarity with banking, financial services, or payment processing environments.
  2. Experience with diagnosing and troubleshooting credit card payment terminals.
  3. Ability to identify potential issues and resolve them before they escalate.
  4. Ability to thrive in a dynamic, fast-paced environment while managing multiple priorities.
  5. Strong time management and organizational skills, enabling you to work effectively in a remote setting.
  6. Highly self-driven with the ability to work independently and collaborate well within a team.
Work Environment:
  1. Standard Shift: 10 am ET- 6 pm ET (8 pm PK time - 4 am PK Time)
  2. Flexible Hours: Willingness to occasionally work during holidays or outside regular hours to accommodate global team needs.
Benefits:
  1. Market-leading Salary
  2. Medical Coverage – Self & Dependents
  3. Parents Medical Coverage
  4. Provident Fund
  5. Employee Performance-based bonuses
  6. Home Internet Subsidy
  7. Conveyance Allowance
  8. Profit Sharing Plan [Tenured Employees Only]
  9. Life Benefit
  10. Child Care Facility
  11. Company Provided Lunch/Dinner
  12. Professional Development Budget
  13. Recreational area for in-house games
  14. Sporadic On-shore training opportunities
  15. Friendly work environment
  16. Leave Encashment
Disclaimer:

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. 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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