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 seeking long-term career growth. Originally focused on R&D and accounting back-office functions, Contour now operates as a full-service global center supporting multiple divisions worldwide. The Premier Construction division specializes in business management and accounting software tailored for the construction industry, helping clients enhance productivity and financial performance.

We are currently 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 collaborate closely with customers and internal teams, including development and support groups, to ensure timely and effective resolution of issues. Working hours will align with a US-based support team, offering opportunities to develop technical and accounting expertise, customer service 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, working with development teams to ensure proper resolution and testing.
- Keep customers updated on case status, resolution timelines, and next steps.
- Manage customer issues through active listening, thorough information gathering, and timely escalation when necessary.
- Prioritize multiple support cases based on business impact, urgency, and issue duration.
- Take ownership of customer concerns and follow through until resolution, maintaining clear 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 technical knowledge of desktop and network support to identify infrastructure-related 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 to identify and escalate technical issues.
- Experience working with international customers or cross-time-zone teams preferred.
- Willingness to work flexible hours, including nights and weekends as required.
- Self-motivated with a strong work ethic and ability to work independently.
- Excellent verbal and written communication skills, capable of conveying technical information clearly.
- Commitment to delivering exceptional customer service.

Preferred Qualifications and Benefits
- Familiarity with construction industry software or vertical-market enterprise solutions is a plus.
- Opportunities for professional development, including sporadic on-shore training.
- Competitive salary with performance-based bonuses.
- Comprehensive medical coverage for employees and dependents, including parents.
- Provident fund and profit-sharing plans for tenured employees.
- Additional benefits such as home internet subsidy, conveyance allowance, life insurance, child care facilities, company-provided meals, recreational areas, and leave encashment.
- Supportive and inclusive work environment committed to diversity and accommodation for individuals with special needs.

Working hours are typically from 7:00 PM to 4:00 AM Pakistan Standard Time, aligned with US support teams. Weekend availability and on-call support rotations may be required following training and probation. Contour Software values diversity and fosters a respectful, discrimination-free workplace where all employees’ contributions are recognized and valued.