Senior Customer Support Analyst

Contour Software, a subsidiary of Constellation Software Inc., has expanded significantly over the past 14 years and now employs over 2,000 professionals across Karachi, Lahore, and Islamabad. As part of a global software enterprise operating in more than 100 countries, Contour offers a vibrant environment for career advancement. The company supports a wide range of vertical-market enterprise solutions serving divisions worldwide. Within this framework, Jonas Software—a leading provider of enterprise management solutions across 17 industries—is seeking a Customer Support Analyst to join its global R&D team based in Lahore. This role centers on delivering outstanding technical support and service to clients using Jonas Club ERP software, which supports over 2,200 clubs internationally.

Key Responsibilities
Provide timely and effective customer support through multiple channels including email, ticketing systems, phone, and live chat by troubleshooting software issues and delivering practical solutions. Offer expert product knowledge, guide clients on software usage, and recommend upgrades to improve the user experience. Collaborate closely with development, quality assurance, and internal teams such as operations, concierge, event management, and membership administration to resolve client issues and support club operations. Document and track client issues within ticketing systems to ensure prompt resolution and maintain accurate records. Assist with service-related inquiries including membership upgrades, booking requests, and event support to ensure smooth service delivery. Manage member access to exclusive club offerings and contribute to enhancing member satisfaction by analyzing feedback and optimizing processes. Efficiently handle multiple requests, prioritize tasks based on urgency, and consistently meet established Service Level Agreements (SLAs). Foster effective communication and collaboration across cross-functional teams to align on client needs and service goals. Lead and support a team of Support Analysts, ensuring high-quality service and professional conduct.

Required Qualifications
Bachelor’s degree in Computer Science or a related field is essential. Candidates should have a minimum of six years’ experience in technical support or customer service environments. Strong verbal and written communication skills in English are required to clearly convey technical information. Proficiency in network and Windows file sharing concepts such as mapping drives and port forwarding is necessary; knowledge of PowerShell is an advantage. A solid understanding of hardware and Windows Server environments—including processor speeds, domain controllers, Active Directory, and group policy management—is expected. Familiarity with virtualization platforms like VMware or Hyper-V is a plus. Experience with website and CRM applications, HTML knowledge, and strong Microsoft Office skills are important. The role demands excellent multitasking abilities, organizational skills, and the capacity to manage multiple client issues simultaneously. Candidates must remain calm under pressure, demonstrate strong problem-solving skills, and exhibit a team-oriented mindset with adaptability to learn new tools and processes. Commitment to accountability, confidentiality, and professionalism in client interactions is critical. Familiarity with ticketing systems for issue tracking and resolution is also required.

Preferred Qualifications and Benefits
Basic accounting knowledge and experience with hospitality or club industry software products are advantageous. A passion for customer service and a willingness to learn about club management systems and event coordination are highly valued. Strong attention to detail and professionalism in handling sensitive client information are essential. The work schedule includes training hours aligned with Eastern Standard Time and post-probation shifts, with weekend and after-hours support availability as needed.

Benefits include a competitive market-leading salary with performance-based bonuses, comprehensive medical coverage for employees and dependents (including parents), provident fund, profit-sharing plans for tenured employees, and life benefits. Additional perks include a home internet subsidy, conveyance allowance, company-provided meals, child care facilities, a professional development budget, recreational areas, and occasional on-shore training opportunities. Contour fosters a supportive and inclusive work environment with leave encashment options.

Contour is committed to creating a diverse and respectful workplace, welcoming individuals with special needs and providing reasonable accommodations. The company values the unique talents of all employees and promotes equal opportunity without discrimination.