Senior Customer Support Analyst

Contour Software, a subsidiary of Constellation Software Inc., has grown rapidly to over 2,000 employees across three cities in just 14 years. As part of a global software conglomerate operating in more than 100 countries, Contour offers a dynamic environment for professionals seeking long-term career growth. The company supports a wide range of enterprise solutions across more than 100 industry domains. Its Global Centre, located in Karachi, Lahore, and Islamabad, provides comprehensive support to divisions worldwide. This role is within Jonas Software, a leading provider of enterprise management solutions across 17 vertical industries, serving over 2,200 clubs globally with its Club ERP software.

We are looking for a Senior Customer Support Analyst who is dedicated to delivering exceptional service and technical support. The ideal candidate will be a motivated team player with strong communication skills and the ability to troubleshoot complex software issues. This position involves ensuring a positive user experience for clients using Jonas Club ERP products, collaborating with various departments, and leading a team of Support Analysts. The role is based at Contour’s Karachi office.

Key Responsibilities:
- Provide customer support by responding to client inquiries and resolving technical issues through email, ticketing systems, phone, and live chat.
- Troubleshoot software-related problems and deliver effective solutions to ensure client satisfaction.
- Offer product guidance, recommend upgrades, and assist clients in maximizing software usage.
- Document, track, and monitor client issues using ticketing systems to ensure timely resolution.
- Analyze member feedback to identify areas for improvement and proactively enhance systems and processes.
- Manage multiple requests efficiently, prioritize tasks based on urgency, and meet Service Level Agreements (SLAs).
- Collaborate with cross-functional teams to share insights and maintain alignment on service delivery.
- Lead and mentor a team of Support Analysts to uphold high service standards.

Required Qualifications:
- Bachelor’s degree in Computer Science or a related field.
- 5-8 years of experience in technical support or customer service roles.
- Excellent verbal and written communication skills in English, with the ability to convey technical information clearly.
- Strong organizational skills with the ability to multitask and manage multiple client requests simultaneously.
- Ability to remain calm under pressure and apply effective problem-solving skills.
- Team-oriented mindset with strong collaboration abilities.
- Accountability in tracking and resolving customer issues while maintaining confidentiality and professionalism.
- Familiarity with ticketing systems and internal support tools.

Preferred Qualifications and Benefits:
- Basic accounting knowledge is advantageous.
- Experience with hospitality and club industry software products is a plus.
- Passion for customer service and eagerness to learn about club management systems and event coordination.
- Attention to detail and professionalism in handling sensitive client information.
- Shift hours include training during probation from 9 AM to 5 PM EST (6 PM to 3 AM PKT), and post-probation from 6 AM to 3 PM EST (3 PM to 12 AM PKT).
- Willingness to work weekends and provide after-hours support as needed.

Benefits include:
- Competitive market salary.
- Medical coverage for employees and dependents, including parents.
- Provident fund and performance-based bonuses.
- Home internet subsidy and conveyance allowance.
- Profit sharing plan for tenured employees.
- Life insurance benefits and child care facilities.
- Company-provided meals and recreational areas.
- Professional development budget and occasional on-shore training.
- Friendly and inclusive work environment.
- Leave encashment options.

Contour values diversity and inclusivity, fostering a respectful workplace free from discrimination. The company encourages applications from individuals with special needs and provides reasonable accommodations throughout the recruitment process.

Job Skills

Technical SupportCustomer ServiceStrong Communication SkillsTroubleshooting complex software issuesTeam LeadershipOrganizational SkillsMultitaskingProblem-SolvingFamiliarity with ticketing systemsBasic accounting knowledge (preferred)Experience with hospitality and club industry

Job Details

Industry:

Business Development

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

First Shift (Day)

Job Location:

Karachi, Pakistan

Gender

No Preference

Age

18 - 65 Years

Minimum Education

Bachelor

Career Level

Entry Level

Experience

3 Years - 5 Years

Apply Before:

Aug 31, 2025

Posting Date:

Jul 31, 2025