Contour Software is a rapidly growing subsidiary of Constellation Software Inc. (CSI), a top-10 global software company with a presence in over 100 countries. With a team of over 2,000 employees in multiple cities, we provide market-leading vertical-market enterprise solutions across various industry sectors. CSI’s diverse portfolio empowers professionals at Contour to build meaningful, long-term careers while working in an environment that fosters growth, innovation, and success.
We are seeking to add a Technical Support Specialist to Constellation1, our real estate marketing solutions division. Constellation1 specializes in providing cutting-edge technology for the real estate industry, including websites, mobile apps, voice response systems, and tailored marketing services to home builders. As a valued part of this division, you will be an integral part of ensuring client satisfaction through technical support services.
Job Introduction
We are looking for a detail-oriented and solution-driven Technical Support Specialist to join our team at Constellation1 in Lahore. As a Technical Support Specialist, your primary role will be to assist our clients with technical queries and issues related to our software and services, while delivering exceptional support to ensure a seamless user experience. This role involves troubleshooting, handling inquiries, resolving issues, and providing clear and effective guidance to clients. The ideal candidate should have strong communication skills, be organized, and work effectively under pressure in a fast-paced environment.
Key Responsibilities
- Provide Technical Support:
- Assist clients with technical issues related to the use of our products, ensuring prompt resolution through our telephone, email, or ticketing system.
- Troubleshooting and Problem Resolution:
- Act as a resource to troubleshoot technical issues effectively, including basic technical support related to software, operating systems, and client-specific configurations.
- Client Inquiries:
- Handle incoming queries from clients, including product features and how to maximize the usage of the software or services we provide.
- Document and Track Issues:
- Use our ticketing system to log, track, and manage technical issues and provide regular updates on status to clients, ensuring proper documentation for internal records.
- Provide Product Knowledge:
- Offer insights and guidance about product features, upgrades, and enhancements to clients.
- After-Hours Availability:
- Participate in the after-hours “call duty” schedule, ensuring ongoing support outside of regular business hours.
- Collaboration with Teams:
- Work collaboratively with internal teams to escalate more complex issues, provide insights, and deliver improvements to the service process.
Skills and Qualifications
- Essential:
- 2-5 years of experience in a technical support or helpdesk role, ideally in software or technical customer service environments.
- Strong customer service and problem-solving abilities.
- Exceptional verbal and written English communication skills.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Excellent organizational skills with the ability to manage multiple support tickets and deadlines.
- Ability to work independently and as part of a collaborative team in a high-paced environment.
- Desirable (but not required):
- Knowledge of real estate software or the real estate industry.
- Basic understanding of accounting principles and their relation to the software.
- Basic SQL database knowledge or the ability to troubleshoot SQL-related issues.
- Familiarity with cloud platforms like Azure or AWS.
Education/Technical Requirements
- A minimum of 2-5 years experience in a technical support role, preferably in the software or IT industry.
- Working knowledge of SQL databases and troubleshooting software issues.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint).
- Familiarity with real estate software or cloud platforms is a plus.
Job Timings
- Shift Hours: 9:00 AM to 5:00 PM Central Standard Time (CST) (10:00 PM to 7:00 AM Pakistan Standard Time (PST)).
- Weekend Availability: Must be willing to work on weekends when required.
- After-Hours Support: Willingness to provide support outside regular working hours if necessary.
Exciting Benefits We Offer
- Competitive Salary:
Attractive salary package with a market-leading compensation structure. - Health Coverage:
Medical coverage for both self and dependents, including parental medical coverage. - Retirement Benefits:
Provident Fund and a profit-sharing plan for tenured employees. - Work-Life Balance:
Benefits like home internet subsidy, conveyance allowance, and paid leave encashment to maintain a healthy work-life balance. - Professional Development:
Professional development budget to support continuous learning and skill growth. - Family-friendly Perks:
Child care facility, and company-provided lunch/dinner. - Work Environment:
A friendly and inclusive work environment with a recreational area for in-house games. You will have opportunities for sporadic on-shore training to develop new skills and gain new insights into the industry. - Employee Benefits:
Benefits like life insurance, employee bonuses, and other programs that recognize your contributions.
Application Instructions
If you are an organized, dedicated professional with a passion for customer support, we would love to hear from you! To apply for the Technical Support Specialist role at Contour Software, please submit your CV detailing your relevant work experience, certifications, and qualifications.
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