Client Experience Specialist

Contour Software, a subsidiary of Constellation Software Inc., has rapidly expanded to over 2,000 employees across three cities in less than 14 years. As part of a global software conglomerate operating in more than 100 countries, Contour offers a dynamic environment for professionals to build long-term careers. 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. The company’s teams in Karachi, Lahore, and Islamabad collaborate with divisions worldwide, from Sydney to Vancouver.

Premier Construction, a division of Contour, 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 globally with specialized technology designed to address operational and financial management needs.

We are seeking a Client Experience Specialist to join our Lahore office. This role involves providing Tier 2 application support by investigating, troubleshooting, and resolving technical and accounting-related issues for customers. The successful candidate will work closely with customers and internal teams, including development and support, to ensure timely and professional issue resolution. The position requires alignment with US-based support team hours and offers opportunities to develop technical and accounting expertise, customer support skills, and potential leadership growth.

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, collaborating with development teams to ensure resolution and testing.
- Communicate case status, resolution timelines, and next steps clearly to customers.
- Manage support cases through effective troubleshooting, active listening, and timely escalation when necessary.
- Prioritize multiple cases based on business impact, urgency, and issue duration.
- Take ownership of customer issues from start to finish, ensuring consistent follow-up and communication.
- Maintain a professional, customer-focused approach in all interactions.
- Collaborate with internal teams to facilitate efficient issue resolution and uphold service standards.
- Apply basic desktop and network support knowledge to identify infrastructure issues and escalate accordingly.

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 understanding of desktop and network support with the ability to coordinate technical escalations.
- Experience working with international customers or cross-time-zone teams is preferred.
- Willingness to work flexible hours aligned with US time zones.
- Strong work ethic, self-motivation, and ability to work independently.
- Excellent verbal and written communication skills to convey technical information clearly.
- Commitment to delivering high-quality customer service.

Preferred Qualifications and Benefits
- Ability to understand accounting concepts and troubleshoot related application issues.
- Strong problem-solving skills with analytical thinking.
- Effective communication and interpersonal skills to manage customer expectations.
- Accountability and ownership of issues through resolution.
- Teamwork and collaboration with support and development teams.
- Adaptability to manage competing priorities in a fast-paced environment.
- Eagerness for continuous learning and professional development.
- Commitment to customer service excellence.

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

Benefits include
- Competitive salary and performance-based bonuses
- Medical coverage for employees and dependents, including parents
- Provident fund and profit-sharing plans for tenured employees
- Home internet subsidy and conveyance allowance
- Life insurance and child care facilities
- Company-provided meals and recreational areas
- Professional development budget and occasional on-shore training
- Friendly work environment and leave encashment options

Contour Software values diversity and inclusion, fostering a respectful workplace free from discrimination. The company encourages individuals with special needs to apply and provides reasonable accommodations throughout the recruitment process.