Customer Support Analyst (Networking)

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!

The Division

Club Caddie (A Jonas Company) is a comprehensive, cloud-based golf course management platform designed to help golf clubs, resorts, country clubs, and multi-course operators manage their entire operation through one integrated system. Built by golf industry professionals, the platform combines tee sheet management, point-of-sale systems, online reservations, member management, event coordination, inventory tracking, reporting, marketing tools, websites, and mobile applications into a single easy-to-use solution. One of Club Caddie’s biggest strengths is its all-in-one approach, allowing golf facilities to streamline operations, improve customer experience, increase efficiency, and drive revenue growth without relying on multiple disconnected systems. The software is hosted on Microsoft Azure, enabling secure cloud access from anywhere, while also offering customizable features, detailed analytics, automated member billing, mobile ordering, customer engagement tools, and integrations with major tee-time marketplaces. With regular product updates, strong customer support, and technology tailored specifically for the golf industry, Club Caddie has positioned itself as a modern and scalable solution for golf business management.

Division Link: https://clubcaddie.com/

The Position

We are seeking an enthusiastic, career-oriented Customer Support Analyst (Networking) with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, and a customer-first mindset. This role involves troubleshooting and resolving customer issues for clients using our Club/Gold Software product, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi or Islamabad office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

Key Responsibilities

• Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat. Troubleshoot software-related problems and offer timely resolutions, ensuring professional user experience.
• Technical Troubleshooting & Escalation: Act as a Tier 1 and Tier 2 support level for complex technical issues.
• Cross-Team Collaboration: Collaborate with Development, QA, and other departments
• Documentation & Tracking: Document and track client issues through ticketing systems to ensure timely resolution. Update status and next steps to customers regarding open cases.
• Service-Related Support: Support clients with service inquiries, membership upgrades, event bookings, and other client needs to ensure smooth service delivery and customer satisfaction.
• Monitor & Improve Satisfaction: Proactively monitor and track client feedback and service-related issues to identify areas of improvement and take action to enhance user experience.
• Time Management & Prioritization: Prioritize and manage multiple requests effectively, ensuring adherence to Service Level Agreements (SLAs) and timely issue resolution.
• Ownership & Accountability: Take ownership of client issues from initiation through resolution, ensuring thorough follow-ups and timely completion.
  
  

Skills & Qualifications

• Communication Skills: Exceptional verbal and written communication in English. Ability to explain technical concepts to both technical and non-technical clients in a clear and professional manner.
• Technical Proficiency: Strong working knowledge of Microsoft Office and website applications.
• Customer Service Experience: Minimum of 2 years in a customer service or helpdesk environment, with a passion for problem-solving and client satisfaction.
• Organizational Skills: Excellent multitasking and organizational skills with attention to detail and the ability to track and resolve multiple issues efficiently.
• Adaptability & Resilience: Ability to work in a fast-paced environment, adapt to new tools, and maintain a positive attitude even under pressure.
• Team-Oriented & Independent: Ability to work effectively both as part of a team and independently, taking ownership of issues and ensuring thorough resolution.
• Educational Requirements: Minimum Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 3+ years in a similar role (Tier 2 technical support, application support, or customer service), with experience working in a technical support or service environment preferred.
• Service Minded: A passion for customer service, delivering support as you would expect to receive it, with a focus on quality, professionalism, and customer satisfaction.
  
  

Preferred Skills

• Networking Skills: Expertise in Windows Environment and Hardware Configurations.
• Hardware Skills: Expertise in handling Thermal Printers, Network Printers, Magnetic Card Readers, Additional Peripherals.
• Basic Accounting Knowledge: Familiarity with Basic Accounting principles would be an Asset.
• Experience with Ticketing Systems: Knowledge of ticketing and internal systems for tracking and resolving issues is preferred. HubSpot Experience is an asset.
• Willingness to Learn: Enthusiastic about learning new tools and processes, especially in the context of club management systems and event coordination.
  
  

What You’ll Bring

• A strong passion for customer service and technical problem-solving.
• Excellent communication skills to explain complex technical issues clearly.
• The ability to work in a collaborative, fast-paced, and service-driven environment.
• Strong organizational and time management skills to handle multiple requests effectively.
• A professional demeanor with the ability to maintain confidentiality and handle sensitive information.
  
  

Workshift (Job Timings)

• Shift Hours:
• 7 AM to 10 PM Eastern Standard Time (4 PM to 6 AM Pakistan Standard Time)
• Weekend Availability: Must be willing to work on weekends when required.
• Work Shift will be defined in the provided Eastern Standard Time (9 Hours with Break)
• Rotational Shifts would be notified in Advance (Roster based)
• After Hours Support: Willingness to provide support outside standard business hours as needed.
  
  

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.