Customer-Focused Software Support Specialist

Contour Software Pvt Ltd; Lahore; On-site; PKR 670,000 - 1,339,000; Full time

Benefits offered by this job

Medical Coverage – Self & Dependents

Provident Fund

Employee Performance-based bonuses

Professional Development Budget

Company Provided Lunch/Dinner

Recreational area

Job summary

Contour Software Pvt Ltd, Lahore, Pakistan, is seeking a Software Support Representative to provide customer support for our accounting software suite. You will demonstrate deep product understanding, respond to inquiries, and troubleshoot issues to enhance customer satisfaction.

The role requires 3+ years in software service, strong troubleshooting, and the ability to work with dealership clients. Shift is within CST hours, with benefits including medical coverage and professional development

Qualifications

• 3+ years of software service experience.
• Strong computer troubleshooting skills.
• Experience working at a dealership would be an asset.
• Ability to develop strong knowledge of software products and services and troubleshoot to resolve inquiries.
• Proven track record of working with customers via phone to build relationships.
• Professional and productive interaction with customers; maintains composure and courtesy.
• Strong organizational skills to manage multiple customers daily.
• Attention to detail when updating internal tools.

Responsibilities

• Learn the industry, product offerings, and client challenges.
• Maintain basic bookkeeping skills to address common accounting issues (journal entries, financial reporting, reversing transactions, reconciliations).
• Understand dealership operations and business processes supported by our products.
• Attend key industry events and user conferences as required.
• Respond to emails, calls, and chats, resolving issues on the spot or scheduling follow-ups (target 7–10 tickets/day).
• Achieve a closure rate of 80%+ for same-day ticket resolutions.
• Triaga multiple tasks while providing excellent customer support.
• Aim for 98%+ CSAT on follow-up surveys; update Knowledge Base with new articles.
• Assist with testing and replicating software/hardware issues; help customers with follow-ups.

Skills

Customer service

Phone support

Troubleshooting

Communication

Multitasking

Time management

Tools

QuickBooks

Peachtree

Job description

Contour Software Pvt Ltd, Lahore, Pakistan, is seeking a Software Support Representative to provide customer support for our accounting software suite. You will demonstrate deep product understanding, respond to inquiries, and troubleshoot issues to enhance customer satisfaction.

The role requires 3+ years in software service, strong troubleshooting, and the ability to work with dealership clients. Shift is within CST hours, with benefits including medical coverage and professional development