Pakistan Job Openings

Contour Software

Technical Support Representative

Islamabad

FULL TIME

August 22, 2024

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:

Freestyle Solutions

provides essential order, inventory and customer management solutions that integrate easily with e Commerce platforms to drive efficiency, productivity, insight and growth for multichannel retailers. Freestyle Software's proven solutions help small- to medium-sized companies grow faster by automating critical back-office functions to support an expanded e Commerce presence, including: multichannel order management; inventory visibility and control across multiple channels; drop ship management; rapid, reliable order fulfillment; customer management; and integration with Magento, Big Commerce, Shopify, e Bay and others.

The Position:
We are currently recruiting for Technical Support Representative. This position is responsible for providing customers outstanding live, interactive telephone and remote access support for our Freestyle Software's suite of products and services. The representative will also perform offline research, analysis and problem resolution for customer reported problems. The position requires excellent communication and analysis skills with experience in a customer facing technical support experience in a software or Saa S platform environment.

Job Duties:

Provides answers in a timely fashion to clients by identifying problems; researching answers; guiding client through corrective steps.
Be the customer's advocate.
Improves client references by writing and maintaining documentation.
Participates in development of client training programs by identifying learning issues, recommending instructional language.
Improves system performance by identifying problems, recommending changes.
Updates job knowledge by participating in educational opportunities; maintaining personal networks.
Ability to work on call after hours during week and or weekends as required.

Desired Skills and Qualifications:

Critically important to be fluent both written and conversational English.
Problem Solving.
Help Desk Experience.
Strong Verbal & Written Communication.
Microsoft Office.
Phone Skills.
Customer Service.
Quality Focus.
MOM experience or general order management experience.
Site LINK experience or general Ecommerce/Shopping Cart experience.
Computer Programming.
Business Spreadsheet Application.
Familiarity with Jira and Confluence.

Cultural Attributes:

Team Oriented: You embrace the ideas of others in the best interests of the company and our customers.
Driven: You are a driven team player, collaborator, and relationship builder whose can-do attitude inspires others.
Entrepreneurial: You thrive in a fast-paced, changing environment and you're excited by the chance to play a larger role.
Passionate: You must be passionate about e Commerce and ensuring our customers are successful.
- Self-motivated: You can work with a minimum of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.
- Trust & Integrity: You must be able to establish and maintain trust with you customer contacts and internal colleagues. You deliver against your commitments.
- Attention to Detail: You do not let important details, events or deliverables slip through the cracks.
- Efficiency: Work smarter and enable others to work smarter.
- Persistence: You have the tenacity to go above and beyond to get the job done.
- Composure: You have the ability to stay calm and maintain performance when under pressure or stress.

Work Shift:

Mon – Fri – 7 PM to 4 AM Pakistan Time

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
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