Software Support Specialist — Enterprise Helpdesk Advocate

EWS Group; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Medical Coverage

Provident Fund

Employee Performance-based bonuses

Home Internet Subsidy

Conveyance Allowance

Profit Sharing Plan

Life Benefit

Child Care Facility

Company Provided Lunch/Dinner

Professional Development Budget

Recreational area for in-house games

Job summary

Contour Software in Lahore, Pakistan, seeks a Software Support Representative to provide expert customer support for our accounting suite. You will diagnose usage questions, troubleshoot issues, and enhance customer satisfaction while leveraging knowledge across our product lines.

Successful candidates will show passion for software, excellent problem solving, teamwork, and a drive to help customers. On-site role with growth opportunities and ongoing professional development.

Qualifications

• 3+ years of software service experience.
• Strong computer troubleshooting skills.
• Ability to develop knowledge of software products and troubleshoot customer inquiries.
• Proven track record of building relationships with customers via phone.
• Professional communication and customer service mindset.

Responsibilities

• Learn the industry, products, and customer challenges.
• Maintain basic bookkeeping skills for common accounting issues.
• Understand dealership operations and workflows our products support.
• Attend key industry events and user conferences as required.
• Respond to emails, calls, and chats; aim to resolve issues on the spot or follow up (7–10 tickets/day).
• Maintain a closure rate of 80%+ for tickets the same day they are opened.
• Aim for 98%+ CSAT on ticket follow-ups.
• Contribute to Knowledge Base with new articles.
• Assist with testing and troubleshooting software/hardware issues.
• Keep internal data accurate; monthly audits ≥95%.

Skills

Software service experience

Troubleshooting

Customer communication

Organizational skills

Attention to detail

Tools

QuickBooks

Peachtree

Accounting software

Job description

Contour Software in Lahore, Pakistan, seeks a Software Support Representative to provide expert customer support for our accounting suite. You will diagnose usage questions, troubleshoot issues, and enhance customer satisfaction while leveraging knowledge across our product lines.

Successful candidates will show passion for software, excellent problem solving, teamwork, and a drive to help customers. On-site role with growth opportunities and ongoing professional development.