Technical Support Trainee

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

About The Role
Constellation Data Labs is seeking a detail-oriented and customer-focused
Technical Support
Trainee
to join our team. This role serves as the first line of support for customers who rely on our real estate data services including MLS listings, tax, mortgage, and other real estate/property adjacent datasets. You'll be learning the processes for resolving technical and operational issues, managing support tickets, collaborating with internal teams, and ensuring an exceptional customer experience.

Division Link:
Constellation Data Labs )

Key Responsibilities

• Act as the primary point of contact for customer inquiries, delivering timely and professional support.
• Troubleshoot technical issues and guide customers through resolution steps; escalate complex cases when necessary.
• Conduct research and analysis within our data platforms to support issue resolution.
• Provide clear, accurate, and thorough responses to customer questions—both verbally and in writing.
• Manage support and feature requests using our integrated support system.
• Collaborate with the MLS data compliance and R&D teams to resolve issues and implement solutions.

Required Competencies

• Understanding of API concepts and experience using tools like Postman.
• Strong written and verbal communication skills with a friendly and professional tone.
• Excellent problem-solving skills and ability to stay composed under pressure.
• High attention to detail and commitment to accuracy in administrative tasks.
• Proficiency with CRM systems and customer support tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• Flexibility to occasionally work evenings or weekends as needed.

Skills & Qualifications

• Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
• Customer Service Experience: Minimum of 1+ year in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
• Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
• Educational Requirements: Minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
• Experience: 0-1+ year in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
• Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.

Preferred Skills

• Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred.
• Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.

Workshift (Job Timings)

• 9 AM to 6 PM Eastern Standard Time ( 6 PM to 3 AM Pakistan Standard Time)
• Weekend Availability: Must be willing to work on weekends when required.
• Willingness to provide support outside standard business hours as needed.

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.