Product Support Associate

Contour Software; Karachi Division; Hybrid; PKR 669,600 - 892,800; Full time

Benefits offered by this job

Market-leading salary

Medical coverage – self & dependents

Employee performance-based bonuses

Home internet subsidy

Conveyance allowance

Professional development budget

Child care facility

Company-provided lunch/dinner

Job summary

Contour Software is hiring a Product Support Associate in Karachi, Pakistan. In this role, you will be the first point of contact for customers using Jonas Club Management software. You will guide users, resolve issues, and ensure a positive support experience via various communication channels.

The ideal candidate will have strong communication skills, a customer service mindset, and the ability to learn quickly within a fast-paced environment. We offer competitive salaries and exciting benefits, including medical coverage and a friendly work environment.

Qualifications

• 4+ years of experience in product support, customer service, helpdesk, or contact centre roles.
• Experience in product support, hospitality, club operations, or service-based industries preferred.
• Basic understanding of accounting or finance concepts.

Responsibilities

• Respond to client inquiries via phone, email, and chat.
• Diagnose and resolve application-related issues.
• Document all customer interactions in Salesforce.

Skills

Excellent communication skills

Learning agility

Customer service mindset

Organizational skills

Adaptability & resilience

Professional conduct

Education

Bachelor's degree in business administration or related discipline

4+ years of experience in product support or customer service

Tools

Microsoft Office

Salesforce

Job description

Role Overview

We are looking for a service-driven, customer-focused Product Support Associate to join our Contour team supporting Jonas Club Management software. This role is the first point of contact for our customers and plays a critical role in delivering a professional, empathetic, and reliable support experience.

You will guide customers through system usage, resolve application-related questions, and ensure a positive experience across phone, email, chat, and ticketing platforms. Success comes from strong communication skills, attention to detail, willingness to learn, and a genuine desire to help customers. This role includes structured virtual training, ongoing coaching, and opportunities to gain experience within a global software organization.

What Success Looks Like

• Customers feel heard, supported, and confident using the software
• Issues are resolved accurately and efficiently
• Escalations are handled smoothly and with proper documentation
• Team members collaborate respectfully and support one another
• Learning and improvement are continuous

Key Responsibilities

Customer Support & Issue Resolution

• Respond to client inquiries via phone, email, and chat
• Diagnose and resolve application-related issues
• Maintain a calm, professional, and respectful tone in all client interactions
• Escalate issues appropriately to Tier 2 technical teams when required

Product Knowledge & Customer Guidance

• Help clients understand system functionality and day-to-day usage
• Explain features in a clear, non-technical manner
• Share best practices to help customers get maximum value from the software

Process, Documentation & Quality

• Accurately document all customer interactions in Salesforce
• Follow defined workflows, escalation criteria, and service standards
• Contribute to and reference knowledge base articles as needed

Service Support & Member Experience

• Assist with member-related inquiries such as tee times, reservations, billing, and account questions
• Ensure a smooth and respectful experience for club members and staff
• Represent Jonas and Contour professionally at all times

Collaboration & Learning

• Work closely with peers and senior support teams to resolve issues
• Participate actively in training, coaching, and quality improvement initiatives
• Remain open to feedback and focused on continuous learning

Skills & Qualifications

Core Competencies (Must Have)

• Excellent communication skills: clear, professional spoken and written English, with strong listening skills
• Learning agility: demonstrated ability to learn new systems, workflows, and product concepts quickly and apply them effectively
• Customer service mindset: experience supporting customers with patience, empathy, and accountability
• Organizational skills: ability to manage multiple tasks, prioritize effectively, and follow through
• Adaptability & resilience: comfortable working in a fast-paced, evolving environment and open to feedback
• Professional conduct: respectful, dependable, and able to work well within a team-based culture

Education & Experience

• 4+ years of experience in product support, customer service, helpdesk, or contact centre roles
• Experience in product support, hospitality, club operations, or service-based industries is preferred
• Bachelor’s degree in business administration (or related discipline) from an accredited university
• Basic understanding of accounting or finance concepts is an asset
• Experience with Microsoft Office; familiarity with Salesforce is an advantage

What You Will Bring

• A strong sense of responsibility and customer care
• Willingness to learn and grow in a global support environment
• Respect for processes, quality standards, and teamwork
• Professional communication and a positive attitude

Work Schedule & Availability

• Training schedule: 9:00 AM – 5:00 PM EST (6:00 PM – 3:00 AM PKT)
• Post-training schedule: Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require

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.