📍 Job Overview

• Job Title: Senior Customer Support Analyst
• Company: Contour Software
• Location: Karachi, Pakistan
• Job Type: On-site
• Category: Customer Support & Service
• Date Posted: July 29, 2025
• Experience Level: 5-10 years
• Remote Status: On-site

🚀 Role Summary

• Key Responsibilities: Provide excellent customer support, troubleshoot technical issues, and ensure client satisfaction using Contour's Club Software products.
• Key Skills: Strong communication, problem-solving, organizational, and team-oriented skills.
• Education: Bachelor's degree in Computer Science or a related field.
• Experience: 5-8 years in technical support or customer service.

💻 Primary Responsibilities

• Customer Support & Issue Resolution: Assist clients with inquiries and technical issues via email, ticketing systems, phone, and live chat. Troubleshoot software-related issues and provide solutions.
• Product Knowledge & Guidance: Provide product knowledge to existing clients, suggest upgrades, and ensure clients understand how to use Contour's software effectively.
• Documentation & Tracking: Document, track, and monitor client issues within ticketing systems to ensure timely resolutions.
• Monitor & Improve Member Satisfaction: Participate in identifying areas for improvement based on member feedback and proactively ensure systems and processes run smoothly.
• Time Management & Prioritization: Manage multiple requests, prioritize tasks based on urgency, and meet Service Level Agreements (SLAs) for a seamless customer experience.
• Team Communication & Collaboration: Work closely with cross-functional teams to share insights and updates on member or client needs, ensuring all teams are aligned on service delivery.

🎓 Skills & Qualifications

Required Skills:

• Excellent verbal and written communication in English
• Prior experience in customer service or helpdesk support
• Strong multitasking and organizational abilities
• Ability to stay composed and effectively troubleshoot technical issues while handling multiple client requests
• Ability to work effectively in a collaborative team environment
• Accountability for tracking and resolving customer issues, ensuring a timely and thorough follow-up

Preferred Skills:

• Basic accounting knowledge
• Experience with hospitality and club industry products
• Familiarity with ticketing and internal systems to record implementation and support issues

Education:

• Bachelor’s degree in Computer Science or a related field

Experience:

• 5-8 years of experience in a technical support or customer service environment

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive market-leading salary based on experience and qualifications.

Benefits:

• Medical coverage for self and dependents
• Parents' medical coverage
• Provident fund
• Employee performance-based bonuses
• Home internet subsidy
• Conveyance allowance
• Profit-sharing plan (for tenured employees)
• 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

Working Hours: 40 hours per week, with shift hours of 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time) and weekend availability as required.

🎯 Team & Company Context

Company Culture: Contour Software is a subsidiary of Constellation Software Inc., focusing on providing enterprise management software solutions in various vertical industries. The company values a collaborative and supportive work environment, with a strong emphasis on customer satisfaction and continuous improvement.

Team Structure: The Senior Customer Support Analyst will work within the Jonas Club ERP global R&D team, collaborating with cross-functional teams to ensure efficient and comprehensive support for clients using Contour's Club Software products.

Development Methodology: Contour Software follows Agile methodologies for software development, focusing on iterative improvement and customer satisfaction.

Company Website: Contour Software

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: On-site, with a modern and collaborative workspace designed to facilitate team interaction and productivity.

Office Location(s): Karachi, Pakistan

Workspace Context:

• Collaborative work environment with dedicated spaces for team meetings and brainstorming sessions
• Access to necessary tools and resources for effective customer support and issue resolution
• Opportunities for professional development and growth within the company

Work Schedule: Shift hours of 6 AM to 3 PM Eastern Standard Time (3 PM to 12 AM Pakistan Standard Time) with weekend availability as required.

📄 Application & Technical Interview Process (N/A for this role)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Empathy and active listening to understand and address client needs
• Proactive problem-solving and issue resolution
• Clear and professional communication with clients and colleagues
• Collaboration and teamwork to ensure efficient and comprehensive support
• Continuous learning and improvement to enhance customer satisfaction

Collaboration Style:

• Cross-functional integration between customer support and other departments to share insights and updates on member or client needs
• Regular team meetings to discuss performance, improvements, and best practices
• A supportive and inclusive work environment that encourages open communication and feedback

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing multiple client requests and prioritizing tasks based on urgency
• Troubleshooting technical issues and providing effective solutions to clients
• Collaborating with cross-functional teams to ensure efficient and comprehensive support

Learning & Development Opportunities:

• Opportunities for professional development and growth within the company
• Access to training and resources to enhance customer support skills and knowledge
• Exposure to various aspects of the business, including software development, product management, and sales

💡 Interview Preparation (N/A for this role)

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Content Guidelines (IMPORTANT: Do not include this in the output)

Job-Specific Focus:

• Tailor the job description to highlight the unique aspects of the Senior Customer Support Analyst role at Contour Software
• Emphasize the importance of strong communication, problem-solving, and customer service skills
• Highlight the opportunity to work with a global team and contribute to the success of Contour's Club Software products

Quality Standards:

• Ensure the job description is comprehensive, well-organized, and valuable to customer support professionals seeking their next opportunity
• Maintain a consistent format and professional tone throughout the document
• Use clear and concise language to convey the key responsibilities, skills, and qualifications required for the role

Industry Expertise:

• Include specific customer support best practices, problem-solving methods, and communication techniques relevant to the role
• Address the unique challenges and growth opportunities faced by customer support professionals in the software industry
• Provide tactical advice for customer support interviews, focusing on effective communication, problem-solving, and teamwork skills

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout the document
• Use customer support and software industry terminology appropriately and accurately
• Include comprehensive benefits and growth opportunities relevant to customer support professionals
• Provide actionable insights that give customer support candidates a competitive advantage

Customer Support Focus:

• Emphasize the importance of active listening, empathy, and effective communication in customer support roles
• Address the challenges and rewards of working in a dynamic and fast-paced customer support environment
• Highlight the opportunity to work with a diverse range of clients and contribute to their success using Contour's Club Software products

Avoid:

• Generic business jargon not relevant to customer support or software industry roles
• Placeholder text or incomplete sections
• Repetitive content across different sections
• Non-technical terminology unless relevant to the specific customer support role
• Marketing language unrelated to customer support, software development, or user experience