Software Support Representative

Contour Software, a subsidiary of Constellation Software Inc., has rapidly expanded from a small team to over 2,000 employees across three cities within 14 years. As part of a global software conglomerate with a presence in over 100 countries, Contour offers a dynamic environment for professionals seeking long-term careers in enterprise software. The company supports a diverse portfolio of market-leading solutions across more than 100 industry domains. The Contour team, based in Karachi, Lahore, and Islamabad, serves Constellation divisions worldwide, providing a global reach and growth opportunities.

We are currently looking for a Software Support Representative to join our Lahore office. This role involves providing expert customer support for our suite of products, including accounting software. The ideal candidate will have a strong understanding of the software, excellent problem-solving skills, and a commitment to delivering outstanding customer service. This position requires handling customer inquiries efficiently, troubleshooting issues, and contributing to overall customer satisfaction.

Key Responsibilities

- Acquire comprehensive knowledge of our product suite and add-on modules, including basic bookkeeping skills to resolve common accounting issues such as journal entries, financial reporting, and reconciliations.
- Develop an understanding of dealership operations and the business processes supported by our software.
- Attend industry events and user conferences as needed to stay informed and connected.
- Respond promptly to customer inquiries via email, phone, and chat, aiming to handle 7-10 tickets daily with an 80% same-day closure rate.
- Manage multiple tasks simultaneously while maintaining high-quality customer interactions.
- Ensure timely follow-up and ownership of each customer interaction, targeting a 98% or higher customer satisfaction score.
- Create and update Knowledge Base articles to improve support resources.
- Assist in replicating and troubleshooting software and hardware issues reported by customers.
- Support team members with follow-up calls and collaborate to resolve customer concerns.
- Continuously improve customer service skills through ongoing training and education.
- Maintain accurate and up-to-date data in internal tools, achieving 95% or higher accuracy in monthly audits.
- Complete special projects and tasks as assigned by the Support Team Lead.

Required Qualifications

- Minimum of 3 years’ experience in software support or customer service.
- Strong computer troubleshooting skills and the ability to quickly learn new software products.
- Experience working directly with customers over the phone to build relationships and resolve issues.
- Ability to communicate professionally and productively with customers to enhance their experience.
- Strong organizational skills to manage multiple customer interactions throughout the day.
- Attention to detail and diligence in maintaining accurate records and internal data.

Preferred Qualifications and Benefits

- Bookkeeping knowledge or experience is highly desirable.
- Familiarity with QuickBooks, Peachtree, or other business management/accounting systems is an asset.
- Willingness to work shifts between 7 AM and 6 PM Central Standard Time, including occasional weekends.
- Competitive salary and comprehensive benefits package, including medical coverage for employees and dependents, provident fund, performance bonuses, home internet subsidy, conveyance allowance, profit-sharing for tenured employees, life benefits, child care facilities, and company-provided meals.
- Opportunities for professional development, on-shore training, recreational activities, and a supportive, friendly work environment.
- Leave encashment and a culture that values diversity, inclusivity, and equal opportunity for all employees, including those with special needs.

Contour Software is committed to fostering a respectful and inclusive workplace where every individual’s contributions are valued. We encourage qualified candidates from diverse backgrounds to apply and support those requiring accommodations during the recruitment process.