Software Support Representative

About the role

We are looking for a Software Support Representative to join our Contour office in Lahore, Pakistan. You will provide expert assistance for our suite of dealership and accounting software, helping customers resolve usage questions and technical issues to enhance satisfaction.

Key responsibilities

• Learn and master our product suite, including accounting modules and dealership operations.
• Respond to customer emails, calls, and chats, aiming to resolve 7‑10 tickets daily with an 80% same‑day closure rate.
• Maintain high ticket accuracy (≥95%) and achieve a CSAT score of 98% or higher.
• Contribute to the Knowledge Base, assist with testing, and support team members on follow‑up calls.
• Attend industry events and user conferences as required.

Required profile

• 3+ years of software service experience.
• Strong computer troubleshooting abilities.
• Excellent organizational skills and attention to detail.
• Professional communication style with customers.
• Willingness to work shifts between 7 AM‑6 PM CST and occasional weekends.

Required skills

• Bookkeeping knowledge (journal entries, reconciliations, financial reporting).
• Experience with QuickBooks, Peachtree, or similar business management accounting systems.
• Computer troubleshooting and software testing.

What we offer

• Market‑leading salary and performance‑based bonuses.
• Medical coverage for self and dependents, plus parents’ coverage.
• Provident fund, conveyance allowance, and home internet subsidy.
• Profit‑sharing plan for tenured employees.
• Life benefit, child‑care facility, and company‑provided meals.
• Professional development budget and occasional on‑site training.
• Recreational area, friendly work environment, and leave encashment.