Customer Support Associate, Level 1 (NA)

Contour Software

Lahore

On-site

PKR 1,339,000 - 2,009,000

Full time

6 days ago

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Benefits offered by this job

Market-leading salary

Medical coverage

Provident fund

Employee performance-based bonuses

Home internet subsidy

Conveyance allowance

Profit sharing

Life benefit

Child care facility

Company provided lunch/dinner

Professional development budget

Leave encashment

Job summary

Contour Software in Lahore is seeking a Customer Services Consultant to join the North America region support team. The role focuses on handling level-1 support, managing inbound calls, and creating tickets while guiding users through troubleshooting steps.

The ideal candidate has strong English communication, a technical mindset, and experience with standard office software. The position offers a market-leading salary and a comprehensive benefits package with medical coverage, provident fund,

Qualifications

Bachelor's degree or diploma in IT or a related field.
Excellent verbal and written English communication skills.
Experience of managing inbound calls (North American region).
Strong technical investigation and follow-up skills.
Experience with standard business environment software, such as OS (Windows) and office tools (Word, Excel).
Service minded – deliver customer and partner support with excellence.
Trained with using support management tools like Service Cloud, Service Now, TeamSupport, Infor, Jira.

Responsibilities

Act as the first line of communication with clients, focusing on customer satisfaction and relationship management.
Create tickets in the ticketing system following the defined process.
Resolve user issues and perform configuration, troubleshooting and software installation tasks.
Monitor incidents, prioritize and respond appropriately.
Troubleshoot tickets for level 1 support.
Interact with customers via email and phone, guiding troubleshooting steps.
Continuously gather product knowledge to enhance support and share with the team.
Ensure ongoing customer satisfaction through timely response and resolution.
Complete training, videos, and knowledge bases to stay up to date on technologies and methods.
Promote a high quality, professional, service-oriented company image.