Software Support Representative

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
Constellation's Dealership Group ) provides software and related services to dealerships across North America. It is comprised of market leading product lines which offer mission critical software across the following specialized dealership markets: Outdoor Power Equipment ("OPE"), Power Sports, Agriculture, Lift Truck, RV, and Marine. The Constellation Dealership group is part of Constellation Software Inc., a Canadian-based company, with annual revenues of approximately $3.5 billion.

Division Link:
The Job
We are seeking a Software Support Representative to provide customer support for our suite of products, including accounting, at the Contour Office in Lahore, Pakistan. In this role, you are expected to demonstrate deep understanding of our software and efficiently address customer questions on usage or troubleshoot problems, ultimately improving customer satisfaction with our products.

Successful candidates must have a passion for software, exceptional problem-solving abilities, strong work ethic, and a keen drive to help others.

Responsibilities

• Learn the industry we serve, our product offerings, and the challenges faced by our customers:
• Acquire in-depth knowledge of our suite of products and add-on modules
• Maintain basic bookkeeping skills to address common accounting issues (journal entries, financial reporting, reversing transactions, reconciliations, etc.)
• Develop an understanding of dealership operations and the business processes our products support
• Attend key industry events and user conferences as required
• Deliver best in class customer service to our customers:
• Respond to incoming emails, calls, and chats from customers, aiming to resolve issues on the spot or track them for later follow up, with a goal of taking 7-10 tickets per day
• Maintain a closure rate of 80% or higher for tickets on the same day they are opened
• Master the ability to triage numerous tasks at the same time while providing excellent customer support
• Own every customer interaction, ensuring timely follow-up communications and aiming for a 98% or higher customer satisfaction (CSAT) score on ticket follow up surveys
• Contribute to the enhancement of the Knowledge Base by creating new articles
• Assist with testing and replicating software and hardware problems reported by customers, and troubleshoot these issues
• Support fellow team members in making follow-up calls to address customer issues
• Continuously enhance your customer service skills through ongoing education on platforms like LinkedIn Learning and Open Sesame
• Keep data in our internal tools up-to-date and correct:
• Maintain high levels of Ticket Accuracy in monthly audits (95% or higher)
• Complete special projects and tasks as assigned by the Support Team Lead

Profile Of a Successful Candidate

• 2+ years of software service experience
• Strong computer troubleshooting skills
• Bookkeeping experience or knowledge
• Experience with QuickBooks, Peachtree, or other business management systems with accounting integration
• Familiarity with payment gateways and integrations (such as Keenu, PayFast, JazzCash, EasyPaisa, 1LINK, and VISA/MasterCard networks) would be an asset
• Knowledge of local settlement cycles, chargebacks, and refund processes within Pakistan's financial ecosystem, along with proficiency in SQL and Excel for tracking and reconciling payment and settlement data, would be an asset
• Ability to develop a strong knowledge of software products and service offerings and ability to troubleshoot to resolve customer inquiries
• Proven ability to build relationships with customers over the phone, understand their concerns, and provide clear guidance and solutions
• Willingness to interact with customers in a professional, productive manner that enhances customers' experience
• Strong organizational skills to manage multiple customer interactions throughout the day
• Attention to detail and diligence when updating internal tools

Work Shift

• Shift hours may fall anywhere between 7 AM and 6 PM Central Standard Time
• Willing to work weekends, if required

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.