Support Coordinator

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 a Customer Services Support Coordinator in our Lahore Office with exceptional communication skills - both verbal and written - that is highly organized and detail oriented. This position is responsible for providing support in scheduling business system updates and assisting with special projects. The hired individual will work directly with the Customer Support Manager to coordinate, communicate and schedule business system software updates, as well as verify basic business system functionality post update with our dealer group.

Duties and Responsibilities:

• Work directly with Customer Services Support Manager to coordinate & schedule DMS business system updates and other customer related projects.

• Will need to communicate via email with customers regarding projects & scheduling.

• Update documentation and databases as needed, both internal and customer facing.

• Will send & then confirm data sent to customer systems.

• Validate system accessibility and basic functionality after updates.

• Adding/editing data across multiple databases & programs (AS400 & Web-based).

• Create tickets in our ticketing system flowing outlined processes.

Required Qualifications and Skills:

• Minimum of 2+ years' experience supporting and updating data in applications/products

• Must be enthusiastic and energetic with outstanding command of English (verbal and written).

• Previous experience and superior customer/helpdesk service skills.

• High attention to detail

• Strong multi-tasking and organizational skills with ability to meet deadlines.

• Provide product knowledge to existing clients.

• Must have intermediate skills in Microsoft Excel

• Must be able to work independently and have good time management skills.

• Use call tracking software to record issues, resolution, and administrative tasks. Call tracking includes accuracy of time spent, clear noting of issue and resolution.

Additional Requirements:

• Must be able to work independently.

• Process oriented

• Excellent communication skills

• Willing to work weekends if needed.

Experience with the following is a plus:

• Salesforce / Service Cloud

• AS400 (Basic knowledge)

• FTP Processes

Work Timings:

• In Probation – Training Period – Monday to Friday 5am – 2pm Pacific Standard Time

• After Probation – Post Training – Monday to Friday 3am to Noon Pacific 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.