Software Support Representative

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 role

We’re looking for a customer-focused Software Support Representative to help customers use our suite of dealership software, including its accounting features. You’ll respond to questions, investigate software and hardware issues, and guide customers toward practical solutions.

Our products are broad and can be complex. Not every issue will have a ready-made answer or a knowledge-base article. We’re looking for someone who can ask thoughtful questions, investigate carefully, think through unfamiliar problems, and work independently while knowing when to involve the team.

What you’ll learn

• Our products, add-on modules, and support services.

• The dealership industry and the business processes our software supports.

• Common bookkeeping and accounting concepts, such as journal entries, financial reports, transaction reversals, and reconciliations.

• How to use our support tools and follow our service and escalation processes.

What you’ll do

Support customers and resolve issues

• Respond to customer inquiries by phone, email, and chat.

• Clarify what the customer is trying to do, what happened, and what they expected to happen.

• Troubleshoot software and hardware issues by reviewing relevant details, reproducing the problem when possible, and testing reasonable solutions.

• Use available knowledge-base articles and previous cases, while applying sound judgment when an issue is new or undocumented.

• Resolve cases where possible and escalate others with a clear summary of the issue, its impact, and the steps already taken.

• Take ownership of customer interactions, provide timely updates, and follow through on commitments.

• Help de-escalate difficult conversations through calm, professional, and empathetic communication.

• Assist teammates with follow-up calls when needed.

Manage cases and service expectations

• After completing training and ramp-up, work toward resolving 7–10 tickets per workday, taking case complexity into account.

• Aim to resolve at least 80% of tickets on the day they’re opened, where the issue and required information allow.

• Triage multiple cases, prioritize urgent customer needs, and keep work organized.

• Aim for a customer satisfaction score of 98% or higher on ticket follow-up surveys.

• Keep ticket information accurate and complete, meeting a 95% or higher score in monthly ticket audits.

Share knowledge and improve how we work

• Write or update knowledge-base articles when an issue or solution could help other customers or team members.

• Record useful findings from new or unusual issues so they can be referenced later.

• Assist with testing and reproducing reported software and hardware problems.

• Complete special projects and other tasks assigned by the Support Team Lead.

• Continue developing product, technical, and customer service skills through available training, including platforms such as LinkedIn Learning and Open Sesame.

What you bring

• At least 3 years of experience in software support or a related customer service role.

• Strong computer troubleshooting and analytical problem-solving skills.

• The ability to investigate an issue before asking for help, then provide clear findings when escalating.

• Curiosity and resourcefulness when dealing with unfamiliar problems or limited documentation.

• The ability to learn complex software and explain technical information in clear, customer-friendly language.

• Strong listening and questioning skills to help customers describe issues that may not be clear at first.

• A professional, patient approach, including when supporting frustrated customers.

• Good organization, attention to detail, and follow-through across multiple cases.

• The ability to work independently while collaborating and sharing knowledge with the team.

Nice to have

• Bookkeeping or accounting knowledge.

• Experience with QuickBooks.

How success is measured

Success in this role means providing accurate, helpful support; investigating issues thoughtfully; keeping customers informed; documenting cases clearly; and contributing to the team’s knowledge. Ticket volume and closure targets apply once you are fully ramped up and are considered alongside case complexity, quality, and customer experience.

Work Shift

• Shift hours may fall anywhere between 7 AM and 6 PM Central Standard Time

• Willing to work weekends, if required

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.