Customer Solutions Analyst

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:

Jonas Construction, a division within Contour, provides industry-leading construction software solutions aimed at enhancing productivity and improving financial outcomes. Serving over 8,000 customers in 15 countries, Jonas operates with headquarters in Canada and offices in the United States, the United Kingdom, and the Caribbean.

We are currently seeking Customer Solutions Analyst (Payroll) to join our Support team at the Lahore resource center.

Division Link:

Responsibilities:

• Serve as the primary support liaison between clients and Jonas.

• Troubleshoot and resolve client issues using strong listening and problem-solving skills.

• Keep clients informed on progress and provide timely follow-ups.

• Collaborate with other departments/offices to expedite resolutions.

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

• Internally test software to understand functionality and identify potential issues.

• Creation of development "bug" reports, working with development to ensure items are completed and properly tested.

• Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times.

• Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate.

• Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity.

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

Key Skills and Competencies:

• Excellent Communication Skills.

• Eager to learn.

• Ability to work independently and as a team member.

• Ability to work in a fast-paced environment.

• Ownership of issues through resolution

Education/Experience:

• Composed and professional under stressful situations.

• Strong time management; able to prioritize and handle multiple client issues simultaneously.

• Results-driven and customer-focused; builds integrity and trust with clients and teammates.

• Proven ability to meet deadlines.

• Proven ability to solve problems and coach/teach others.

• Excellent organizational, time-management, and customer service skills.

• Excellent command of English, spoken and written.

• Logical mindset; able to break complex problems into smaller parts for effective troubleshooting.

• Experience with accounting-based applications—ideally in Construction, Service, and/or related industries (asset).

• Experience with payroll (asset).

• Customer service experience, preferably in the ERP software industry (preferred).

• Accounting degree and/or accounting experience (preferred).

• Bachelor's Degree, preferably in a technical discipline. Computer Science Majors most preferred.

• 3 to 5 years of experience in a similar role (customer application support).

• Willing to go the extra mile with a strong work ethic; self-directed and resourceful

• Excellent Communication. You know what to say and more importantly, how to say it.

• Experience working varied hours

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

Work Shift Timings:

• Shift Hours:

• Training (Probation Period): 8:30 AM to 5:30 PM Eastern Standard Time (6:30 PM to 3:30 AM Pakistan Standard Time) – (Approx 5 Months schedule)

• Post Probation and Training Period: 11:30 AM to 8:30 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time)

• Weekend Availability: Must be willing to work on weekends when required.

• After Hours Support: Willingness to provide support outside standard business hours as needed.

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.