Technical Support Specialist

*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 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:*
Bookassist is an innovative, multi-award-winning industry leader in hotel booking and distribution software and online strategy. Bookassist provides both technology and online strategy for hotels, lowering costs and increasing direct online business. The award-winning Bookassist booking engine is the ideal SaaS solution for reservations automation, with PMS integration, agent/corporate login and loyalty modules. The cloud-based Distribution Manager is a world-class channel manager with dynamic margin optimization and GDS/IDS.

Bookassist also provides responsive CMS-based web design, online marketing, and award-winning mobile webapps for hotels on iOS/Android and all major platforms.

Division Link:

*The Position:*
We are seeking an enthusiastic, career-oriented Technical Support Specialist (Contractual) with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using Bookassist Products, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

*Key Responsibilities:*

• Serve as the initial responder to L1 Team and customer inquiries via ticketing system providing frontline technical support.
• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.
• Gather and document detailed information from L1 Team and customers to understand the problem and ensure accurate ticket categorization.
• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.
• Escalate complex or unresolved cases to Tier 3 support, ensuring all relevant information is clearly documented.
• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.
• Maintain SLA commitments for response and resolution times, contributing to service level goals.
• Participate in training sessions to stay updated on product changes, support processes, and tools.
• Adhere to company support policies and maintain high-quality communication in every interaction.
• Investigate and resolve support tickets escalated from L1 Support or directly from clients.
• Use basic SQL queries to review and validate data.
• Apply JavaScript knowledge to troubleshoot front-end related issues.
• Navigate and search through Linux environments and log files to identify potential causes of issues.
• Collaborate closely with L1 Support and communicate solutions in a clear, non-technical way to clients or internal teams.
• Document findings and contribute to knowledge-sharing within the team.

*Skills & Qualifications:*

• Less than a year of experience in SaaS technical support or a similar customer-facing technical role.
• Exceptional communication skills in English
• Basic knowledge of SQL (writing simple queries, understanding joins/filters).
• Basic knowledge of JavaScript (debugging, understanding error messages, browser console).
• Familiarity with Linux commands and experience searching information in logs.
• Strong problem-solving skills and a proactive mindset when investigating issues.
• Excellent communication skills: ability to understand non-technical descriptions of problems and explain technical resolutions in plain language.
• Team player with willingness to learn and adapt quickly. Familiarity with support ticketing systems (e.g., Hubspot, Zendesk, Zoho, Freshdesk).
• Basic understanding of databases (e.g., SQL queries, relational data concepts).
• Comfortable navigating Linux environments and using command-line tools.
• Strong troubleshooting and problem-solving skills for technical and customer issues.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to document issues clearly and follow established escalation procedures.
• Quick learner with the ability to adapt to changing products and technologies.
• Team-oriented with a strong sense of accountability and ownership.
• Available to work on After hours Rotating Schedule, public holidays

*Nice To Have:*

• Previous experience in a technical support role.
• Understanding of web technologies (HTML, APIs, networking basics).

*Workshift (Job Timings):*

• Shift Hours: 9 AM to 5 PM European Standard Time (12 PM to 9 PM Pakistan Standard Time)

*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.