Technical 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

Constellation Data Labs is seeking a detail-oriented and customer-focused Technical Support Representative 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 responsible for resolving technical and operational issues, managing support tickets, collaborating with internal teams, and ensuring an exceptional customer experience.

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.
• Contribute to customer satisfaction efforts and help improve Net Promoter Score (NPS) metrics.
• Support administrative tasks such as report generation, documentation, and data entry.

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.

Preferred Qualifications

• Previous experience in customer service or administrative support (preferred but not required).
• Familiarity with the North American real estate and mortgage industries is a strong asset.

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.

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.