Customer Services Consultant

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

Dealer Information Systems Corporation (Client) is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based of Bellingham WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management so they don't have to deal with many vendors but just one full-service company.

Division Profile:

The Position

We are seeking Customer Services Consultant, with exceptional communication skills - both verbal and written - to fulfill Level-1 support duties, from the Contour-Lahore office, as part of the North America region Customer Support team serving DIS clients. The hired individuals shall be mainly responsible to manage inbound calls and create tickets in the ticketing system and follow a well-defined step-by-step process.

Job Responsibilities

Reporting to the Customer Services Consultant in Lahore, the core responsibilities of this position are:

• Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management.

• Create tickets in our ticketing system following process.

• Resolve user knowledge-caused issues and other configuration, troubleshooting and software installation issues.

• Monitor incidents, prioritize and respond as appropriate.

• Trouble shoot tickets for level 1 support.

• Customer facing via email and phone with an ability to identify and able to walkthrough trouble shooting steps.

• Constantly gather product knowledge to enhance support experience and share with team.

• Ensure ongoing customer satisfaction through timely response and resolution.

• Complete training sessions, videos, knowledge base, to stay up to date on the latest technologies and methods.

• Promote and maintain a high quality, professional, service-oriented company image with customers and internal staff.

Required Qualification & Skills

• Bachelor's degree or diploma in IT or a related field.

• Excellent verbal and written English communication skills.

• Experience of managing inbound calls (North American region).

• Strong technical investigation and follow-up skills.

• Experience with standard business environment software, such as Operating Systems (e.g. Windows), office word processing and spreadsheet software (e.g. Word, Excel).

• Service Minded. You deliver customer and partner support like you expect to receive it, with excellence.

• Trained with using support management tools like Service Cloud, Service Now, TeamSupport, Infor, Jira is a plus.

Work Timings: Monday to Friday: 5 am – 5pm Pacific Standard Time (Individual shifts will vary in this window)

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.