Client Experience Specialist

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! About the Division Premier Construction provides industry-leading business management and accounting software designed to help construction businesses improve productivity, streamline operations, and achieve their financial objectives. As part of Constellation Software, Premier Construction delivers specialized technology solutions to customers in the construction industry, supporting their operational and financial management needs. Learn more about the division: The Position We are looking for a Client Experience Specialist to join our team in Lahore. The successful candidate will provide application support to customers by investigating, troubleshooting, and resolving technical and accounting-related issues in a timely and professional manner. The role involves working closely with customers and internal teams, including development and support teams, to ensure effective issue resolution and a positive customer experience. The successful candidate will work from the Contour Software Lahore office as part of Premier Construction’s global team, with working hours aligned with the designated US-based support team. This position offers opportunities to strengthen technical and accounting expertise, develop customer support capabilities, and grow into future leadership responsibilities. Key Responsibilities Provide Tier 2 application support by investigating, troubleshooting, and resolving customer issues related to accounting software. Apply product knowledge, analytical thinking, and problem-solving skills to address a wide range of customer inquiries. Identify and document software defects by creating detailed bug reports and collaborating with the development team to ensure issues are addressed and properly tested. Keep customers informed about the status of open support cases, expected resolution timelines, and recommended next steps. Manage customer issues through effective troubleshooting, active listening, information gathering, and timely escalation when required. Prioritize and manage multiple support cases based on business impact, customer urgency, issue duration, and other relevant considerations. Take ownership of customer issues and follow them through to resolution, ensuring appropriate communication and follow-up. Maintain a professional, customer-focused, and service-oriented approach when interacting with customers and internal stakeholders. Collaborate with internal teams to facilitate efficient issue resolution and maintain high service standards. Apply basic technical knowledge of desktop and network support to identify potential infrastructure-related issues and escalate them to the appropriate technical resources. Education and Experience Bachelor's degree, preferably in Accounting, Business, Information Technology, or a related discipline. Strong accounting knowledge is a must. 3–5+ years of experience in a similar customer-facing application support role. Experience supporting accounting applications, financial systems, or Enterprise Resource Planning (ERP) software is an advantage. Basic knowledge of technical areas such as desktop and network support, with the ability to identify issues and coordinate with the appropriate technical teams. Experience working with international customers or supporting teams across different time zones is preferred. Willingness to work flexible hours and adapt to changing business requirements. Strong work ethic, self-motivation, and the ability to work independently with minimal supervision. Excellent verbal and written communication skills, with the ability to communicate technical information clearly and professionally. A strong customer service mindset, with a commitment to delivering the level of support and service you would expect to receive yourself. Key Skills and Competencies Accounting Knowledge: Understanding of accounting concepts and the ability to troubleshoot accounting-related application issues. Technical Troubleshooting: Ability to investigate application issues, identify root causes, and determine appropriate resolutions or escalation paths. Customer Communication: Strong communication and interpersonal skills, with the ability to manage customer expectations effectively. Problem-Solving: Analytical thinking and the ability to address complex issues systematically. Ownership and Accountability: Commitment to managing issues through resolution and keeping stakeholders informed. Teamwork and Collaboration: Ability to work effectively with support, development, and other internal teams. Adaptability: Ability to manage competing priorities and perform effectively in a fast-paced support environment. Continuous Learning: Eagerness to learn new technologies, develop product knowledge, and improve professional capabilities. Customer Service Excellence: Commitment to delivering responsive, reliable, and professional customer support. Work Schedule and Additional Requirements Regular Working Hours: 7:00 PM – 4:00 AM Pakistan Standard Time (PST). Team Alignment: Working hours are intended to align with the designated US-based support team's schedule. The final schedule should be confirmed to ensure the required overlap. Weekend Availability: Willingness to work weekends when required by business needs. Weekend On-Call Support: There may be an opportunity to join the weekend on-call support rotation after successfully completing training and the probationary period. Shift Flexibility: A change in working hours to accommodate a different time zone may be required following training, depending on business requirements. Exciting Benefits we offer: 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 Only] Life Benefit Child Care Facility Company Provided Lunch/Dinner Professional Development Budget Recreational area for in-house games Sporadic On-shore training opportunities Friendly work environment Leave Encashment Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.