Technical Support Specialist

About the job
About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

The Division

Jonas Club Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long-term partnerships with the clubs.

Division Link: Jonas Synergy (https://jonassoftware.com/vertical-market-club-management)

The Position

We are seeking an enthusiastic, career-oriented Technical Support Specialist (L2) with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using our Club Software products, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

Key Responsibilities

Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat. Troubleshoot software-related problems and offer timely resolutions, ensuring a professional user experience.
Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues such as network/server problems, database inquiries, and operating system issues. Escalate unresolved issues to the appropriate development teams.
Product Knowledge & Guidance: Provide product knowledge and training to clients, suggest software upgrades, and help clients maximize the value of our software products. Ensure clients understand how to use software effectively and provide guidance for best practices.
Cross-Team Collaboration: Collaborate with Development, QA, and other departments like operations, membership, and event management to resolve technical and service-related issues. Work to ensure all teams are aligned on service delivery and client needs.
Documentation & Tracking: Document and track client issues through ticketing systems to ensure timely resolution. Update status and next steps to customers regarding open cases.
Service-Related Support: Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction.
Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues. Support the installation of server/client applications and assist with software updates and troubleshooting network/server issues.
Event & Service Support: Provide hands-on support for club events and manage member access to exclusive offerings, ensuring top-notch service to members.
Monitor & Improve Satisfaction: Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience.
Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.

Skills & Qualifications

Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
Technical Proficiency: Strong working knowledge of Microsoft Office and website applications. Experience with SQL (MS SQL or MySQL), Windows Server environments, server/client application installations.
Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages (e.g., C#). Knowledge of Microsoft Azure and Virtual Server environments is a plus.
Organizational Skills: Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
Adaptability & Resilience: Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
Educational Requirements: Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience: 3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.

Preferred Skills

Basic Accounting Knowledge: Familiarity with basic accounting principles is a plus.
Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred.
Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.

What You’ll Bring

A strong passion for customer service and technical problem-solving.
Excellent communication skills to explain complex technical issues clearly.
The ability to work in a collaborative, fast-paced, and service-driven environment.
Strong organizational and time management skills to handle multiple requests effectively.
A professional demeanor with the ability to maintain confidentiality and handle sensitive information.

Workshift (Job Timings)

Shift Hours:
Training (Probation Period): 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time)
Post Probation Period: 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time)
Weekend Availability: Must be willing to work on weekends when required.
After Hours Support: Willingness to provide support outside standard business hours as needed.
Exciting Benefits We Offer

Market-leading Salary
Medical Coverage – Self & Dependents
Parents Medical Coverage
Provident Fund
Employee Performance-based bonuses
Home Internet Subsidy
Conveyance Allowance
Profit Sharing Plan [Tenured Employees Only]
Life Benefit
Child Care Facility
Company Provided Lunch/Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment
Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.