Product Support Technician: Drive Customer Success

EWS Group; Pakistan; Remote; PKR 1,339,000 - 2,009,000; Full time

Benefits offered by this job

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

Life Benefit

Child Care Facility

Professional Development Budget

Recreational area for in-house games

Sporadic On-shore training

Job summary

Contour Contour Software is seeking a high-energy Product Support Technician to be the first line of support for Jonas Club ERP users. You’ll diagnose technical issues, guide customers through system usage, and deliver a consistently professional experience across multiple channels in a full-time, virtual role.

The ideal candidate has 3-5+ years in technical support, excellent English communication, and a service mindset.

Qualifications

• Excellent communication and professional English for client-facing support.
• Proven background in customer support or helpdesk roles.
• Strong troubleshooting ability for software, network, and system issues.
• Organizational skills to manage multiple tickets and priorities.
• Adaptability to evolving tools, systems, and workflows.
• Empathy and active listening to build client trust.

Responsibilities

• Respond to clients via phone, email, chat, and tickets; diagnose and resolve issues.
• Explain feature usage, maximize value of our software, and advise upgrades.
• Collaborate with Development, QA, and Product to resolve complex problems.
• Document activities and maintain knowledge base updates.
• Assist with member experience, bookings, and club service coordination.
• Monitor feedback and contribute to process improvements.

Skills

Excellent communication

Customer service experience

Technical troubleshooting

Organizational skills

Adaptability

Empathy and active listening

Education

Bachelor’s degree in computer science or related

Tools

Networking fundamentals

Windows Server / Active Directory

PowerShell scripting

CRM systems basics

HTML basics

VMware / Hyper-V

Job description

Contour Contour Software is seeking a high-energy Product Support Technician to be the first line of support for Jonas Club ERP users. You’ll diagnose technical issues, guide customers through system usage, and deliver a consistently professional experience across multiple channels in a full-time, virtual role.

The ideal candidate has 3-5+ years in technical support, excellent English communication, and a service mindset.