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!

Technical Support Analyst - Omniterm

The Division

Omniterm is a leading software solutions provider to the Movie Theatre industry. We are seeking a dedicated and proactive Helpdesk Technician to join our IT support team. The ideal candidate will be responsible for providing first-line support to end users. You will be the first point of contact for users experiencing technical difficulties and will ensure that any problems are addressed efficiently and effectively.

Division Link: https://omniterm.com/

Duties & Responsibilities

As a Technical Support Specialist, you will be the first point of contact for clients using Omniterm software modules. Your primary responsibility will be to provide exceptional technical support and ensure customer satisfaction through prompt and effective troubleshooting. Key duties include:

• Technical Support & Issue Resolution
• Troubleshoot and resolve issues related to Omniterm software modules.
• Maintain a positive and professional customer experience during all support interactions.
• Perform routine system maintenance and updates as needed.
• Customer Education & Communication
• Educate users on issue resolutions in a prompt, courteous, and professional manner.
• Clearly communicate updates, changes, or important information to internal teams and leadership.
• Build strong customer relationships through regular, proactive contact.
• Ensure prompt follow-up on customer calls and helpdesk tickets, meeting all response deadlines.
• Documentation & Knowledge Sharing
• Document, track, and resolve issues using the helpdesk ticketing system.
• Assist in the creation and maintenance of Knowledgebase articles and support workflows.
• Training & System Support
• Provide training and support to end-users on software applications and systems.
• Participate in special IT projects as assigned by management.
  

Qualifications & Requirements

• Experience
• Minimum 3+ years’ experience in a call center and/or customer support service role.
• At least 2 years’ experience working with MySQL or MSSQL database applications.
• Experience with remote software deployment (preferred).
• Familiarity with Point of Sale (POS), Ticketing, and CRM Solutions (ideal).
• Technical Knowledge
• Working knowledge of Microsoft Internet Information Services (IIS) is preferred.
• Solid understanding of PC hardware and peripheral components.
• Proficiency in Windows operating systems and basic networking concepts.
• Microsoft Server and SQL Server MCP accreditations are advantageous.
• Skills & Abilities
• Ability to multitask and prioritize effectively in a dynamic environment.
• Strong customer service orientation with a courteous, professional demeanor.
• Highly organized, quick learner, and action-oriented.
• Capable of working independently and collaboratively to resolve customer issues.
• Excellent attention to detail and decision-making skills.
• Strong verbal and written communication and interpersonal abilities.
• Willingness to pursue continuous personal and professional development.
  

Workshift

• 3 PM – 12 AM Eastern Standard Time (12 AM – 9 AM Pakistan Time)
• 5 Days Work Week (Friday to Tuesday)
• Wednesday/Thursday – Off days in work week
  
  

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.