Software Support Specialist — Dealership Systems

Contour Software; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Market-leading Salary

Medical Coverage – Self & Dependents

Provident Fund

Employee Performance-based bonuses

Home Internet Subsidy

Conveyance Allowance

Life Benefit

Company Provided Lunch/Dinner

Professional Development Budget

Job summary

Contour Software in Lahore is seeking a Software Support Representative to provide customer support for our accounting software suite. The role focuses on deep product knowledge, efficient issue resolution, and high CSAT scores, with a view to growing expertise across multiple dealership-related modules.

You will manage inquiries via email, chat, and phone, aiming to resolve issues quickly, maintain 80% same-day closures, and contribute to knowledge base improvements.

Qualifications

• 3+ years of software service experience.
• Strong computer troubleshooting skills.
• Experience working at a dealership would be an asset.
• Ability to develop knowledge of software products and service offerings.
• Proven track record of working with customers via phone to build relationships.

Responsibilities

• Learn the industry we serve, our product offerings, and the challenges faced by our customers.
• Attend key industry events and user conferences as required.
• Respond to incoming emails, calls, and chats from customers, aiming to resolve issues promptly.
• Maintain a closure rate of 80% or higher for tickets on the same day they are opened.
• Aim for a 98% CSAT on ticket follow up surveys and contribute to Knowledge Base articles.
• Assist with testing and replicating software/hardware problems reported by customers.
• Support fellow team members with follow-up calls and continuous education.
• Maintain high ticket accuracy in monthly audits (95%+).

Skills

Troubleshooting

Customer service

Communication

Organization

Tools

QuickBooks

Peachtree

Accounting software

Job description

Contour Software in Lahore is seeking a Software Support Representative to provide customer support for our accounting software suite. The role focuses on deep product knowledge, efficient issue resolution, and high CSAT scores, with a view to growing expertise across multiple dealership-related modules.

You will manage inquiries via email, chat, and phone, aiming to resolve issues quickly, maintain 80% same-day closures, and contribute to knowledge base improvements.