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 Dealer Information Systems Corporation is a leading business management software provider to agricultural, construction, truck refrigeration and lift truck dealers in North America. Founded in 1980, based of Bellingham WA (USA); we are a team of 100+ professionals who help customers with Software, Hardware and Network Management so they don't have to deal with many vendors but just one full-service company.

Division Profile: https://www.discorp.com/

Company Conformance Expectations

All employees are expected to uphold the following standards in the performance of their duties:

• Deliver quality work within deadlines with or without direct supervision. 
• Maintain professional interactions with colleagues, managers, and vendors. 
• Collaborate effectively as a team contributor on all assignments. 

• Work independently while understanding the necessity for communicating and coordinating work efforts with other colleagues and cross-functional teams.

Position Summary: Enterprise Software Support / Customer Support 

We are seeking a dedicated Enterprise Software Support/Customer Support professional. This role involves working as the customer’s advocate while providing customer support, via phone, email, and chat with Customers. The Support Specialist I directly impacts DIS customer’s ability to successfully utilize applications at all phases of the customer’s lifecycle. The Support Specialist I minimizes DIS risk when recommending or resolving data damage or system bugs.

Key Responsibilities

• Apply analytical/communication/problem-solving skills to identify/resolve/document customer reported issues 
• Research solutions to new problems/issues with company products and services
• Notify development of suspected bugs, research software for root cause, submit for code changes and confirm resolution thru pre-release testing 
• Champion and prioritize customer-reported issues internally
• Track and provide timely resolution status to customer and manager, escalating as needed   
• Commitment to learning new product functionality 
• Attend offered training at the time or through recorded webinars 
• Use call tracking software to record issue, testing, resolution and administrative tasks. Call tracking includes accuracy of time spent, clear noting of issue and resolution. All time in tickets should include a notation in the ticket
• Use JIRA to record development requests 
• Specialize in at least 6 areas and at least 3 major areas of the software bundle 
• Create useful Knowledge Base articles, measured by usage, customer feedback and helpfulness rating 

Qualifications & Competencies

• Dealership experience preferred  
• Typically requires an AA degree in technical field or equivalent experience and 2 or more years technical support experience in related field. 
• Strong written/verbal communication skills 
• Proficiency/Aptitude in software and operating system troubleshooting techniques/methodologies 
• Strong technical aptitude; analytical and critical thinking skills 
• Customer-focused mindset with a commitment to issue resolution and follow-up
• Basic understanding of SQL & relational databases

Nice to have

• Familiarity with dealership rental and service operations

Work Hours

• Support Coverage: Monday-Friday, 8am to 5pm Pacific 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.