Technical Support Specialist (Accounting)

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!

Division

Constellation’s Dealership Group provides software and related services to dealerships across North America. The division delivers mission-critical solutions across specialized dealership markets, including Outdoor Power Equipment (OPE), Power Sports, Agriculture, Lift Truck, RV, and Marine industries. As part of Constellation Software Inc., a Canadian-based organization with annual revenues of approximately $3.5 billion, the Dealership Group supports a wide portfolio of market-leading dealership management systems.

Division Link: https://chartersoftware.com/

Job Description

We are seeking a detail-oriented and customer-focused Technical Support Specialist (Accounting) to join our team. In this role, you will provide Tier 2 technical application support to customers, primarily via telephone, while also supporting email and live chat inquiries. You will be responsible for troubleshooting complex functional and accounting-related software issues, ensuring accurate resolutions, and maintaining high customer satisfaction standards. This position is based in our Lahore Contour Software office.

Key Responsibilities

• Tier 2 Application Support: Provide advanced technical and functional support for proprietary dealership software, addressing complex accounting and system-related inquiries.
• Customer Interaction: Assist customers via telephone, email, and live chat while maintaining professionalism and strong service standards.
• Issue Troubleshooting: Diagnose and resolve software and basic hardware issues, ensuring minimal disruption to customer operations.
• Ticket Management: Open, prioritize, document, and close tickets using the support ticketing system, ensuring accurate and timely updates.
• Escalation Handling: Identify recurring or critical product issues and escalate them appropriately to the Team Lead or relevant internal teams.
• KPI Achievement: Meet or exceed performance metrics including ticket closure rates, average resolution time, and customer satisfaction targets (80%+ positive rating).
• After-Hours Support: Handle after-hours inquiries as required to support business continuity.
• Knowledgebase Maintenance: Contribute to and maintain up-to-date documentation and knowledgebase resources to improve support efficiency.
  
  

Required Skills & Experience

• Technical Support Experience: Minimum 1–2 years of experience in a software or technical support role, utilizing ticketing systems and knowledge bases.
• Accounting Knowledge: Basic ERP accounting knowledge including Accounts Receivable (AR), Accounts Payable (AP), and General Ledger (GL).
• Accounting Systems Exposure: Experience working with accounting platforms such as QuickBooks or similar systems.
• Analytical Skills: Strong analytical thinking and problem-solving capabilities with attention to detail.
• Customer Service Excellence: Professional, polite, and customer-focused approach in all interactions.
• Communication Skills: Outstanding verbal and written English communication skills.
• Technical Proficiency: Strong working knowledge of Microsoft Office Suite.
• Education: Bachelor’s degree or equivalent experience (preference for Accounting or Business Management background).
  
  

Desired Skills & Experience

• SQL & Database Knowledge: Familiarity with data and database management systems, including basic SQL skills.
• Cloud & On-Premise Exposure: Understanding of both on-premise and cloud-based software environments.
• Operating Systems Knowledge: Working knowledge of Windows OS and basic hardware troubleshooting.
• International Exposure: Experience living or studying in North America or the U.K. (optional).
• Proactive & Adaptable: Quick learner with the ability to thrive in a structured, KPI-driven support environment.
  
  

Work Environment & Shift Timings

• Standard Shift: 9:00 AM – 6:00 PM Eastern Standard Time
• Weekend Availability: Willingness to work weekends, if required
• Location: Lahore (Contour Software Office)
  
  

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.