Client Experience Specialist

Contour Software, a subsidiary of Constellation Software Inc., has rapidly expanded to over 2,000 employees across three cities within 14 years. As part of a global software conglomerate operating in more than 100 countries, Contour offers a dynamic environment for professionals seeking long-term career growth. Originating as an R&D and accounting back-office, Contour now serves as a full-service global center supporting various functions across multiple time zones, including locations in Karachi, Lahore, and Islamabad.

Premier Construction, a division of Constellation Software, specializes in business management and accounting software tailored for the construction industry. Their solutions help construction businesses enhance productivity, streamline operations, and meet financial goals. The division supports customers worldwide with industry-specific technology designed to improve operational and financial management.

We are currently seeking a Client Experience Specialist to join our team in Lahore. This role involves providing Tier 2 application support by investigating, troubleshooting, and resolving technical and accounting-related issues for customers. The successful candidate will collaborate closely with customers and internal teams, including development and support, to ensure timely and effective issue resolution. The position requires working from the Lahore office with hours aligned to the US-based support team, offering opportunities to develop technical and accounting expertise and grow into leadership roles.

Key Responsibilities
- Deliver Tier 2 application support by diagnosing and resolving customer issues related to accounting software.
- Utilize product knowledge and analytical skills to address diverse customer inquiries.
- Identify and document software defects, preparing detailed bug reports and working with development teams to ensure resolution and testing.
- Communicate clearly with customers about case status, resolution timelines, and next steps.
- Manage multiple support cases by prioritizing based on business impact and urgency.
- Take ownership of customer issues, ensuring follow-through and consistent communication.
- Maintain a professional, customer-focused approach in all interactions.
- Collaborate with internal teams to facilitate efficient problem resolution and uphold service standards.
- Apply basic desktop and network support knowledge to identify infrastructure issues and escalate appropriately.

Required Qualifications
- Bachelor’s degree in Accounting, Business, Information Technology, or a related field.
- Strong accounting knowledge is essential.
- 3 to 5+ years of experience in a customer-facing application support role.
- Experience supporting accounting applications, financial systems, or ERP software is advantageous.
- Basic technical understanding of desktop and network support with the ability to coordinate with technical teams.
- Experience supporting international customers or working across time zones is preferred.
- Willingness to work flexible hours and adapt to changing business needs.
- Strong work ethic, self-motivation, and ability to work independently.
- Excellent verbal and written communication skills, capable of conveying technical information clearly.
- A customer service mindset committed to delivering high-quality support.

Preferred Qualifications and Benefits
- Understanding of accounting concepts and troubleshooting accounting-related software issues.
- Strong problem-solving and analytical skills with the ability to manage complex issues systematically.
- Ability to work collaboratively with support, development, and other internal teams.
- Adaptability to manage competing priorities in a fast-paced environment.
- Commitment to continuous learning and professional development.
- Dedication to providing responsive, reliable, and professional customer service.

Work Schedule and Additional Requirements
- Regular working hours: 7:00 PM to 4:00 AM Pakistan Standard Time (PST), aligned with US-based support teams.
- Flexibility to work weekends and participate in weekend on-call rotations after training and probation.
- Potential shift changes post-training to accommodate different time zones based on business needs.

Benefits
- Competitive salary package.
- Medical coverage for employees and dependents, including parents.
- Provident fund and performance-based bonuses.
- Home internet subsidy and conveyance allowance.
- Profit sharing plan for tenured employees.
- Life insurance benefits and child care facilities.
- Company-provided meals and recreational areas.
- Professional development budget and occasional on-shore training opportunities.
- Supportive and friendly work environment with leave encashment options.

Contour Software values diversity and fosters an inclusive culture that respects the unique contributions of all employees. We are committed to providing reasonable accommodations for individuals with special needs and encourage qualified candidates to apply.