Technical Support Specialist (L1-Accounting)

Contour Software, a subsidiary of Constellation Software Inc., has grown rapidly to over 2,000 employees across Karachi, Lahore, and Islamabad in less than 14 years. As part of a global enterprise software group operating in more than 100 countries, Contour offers a dynamic and supportive environment for professionals seeking long-term career growth. The company has transformed from an R&D and accounting back-office into a full-service global center supporting multiple functions across various time zones. Its teams serve divisions worldwide, including Premier Construction, which delivers leading business management and accounting software solutions aimed at improving productivity and profitability.

Key Responsibilities
- Provide Tier 1 technical support for accounting applications as a member of Premier Construction’s global Customer Success Team.
- Respond promptly to client inquiries by researching, troubleshooting, and resolving technical issues.
- Document detailed development bug reports and collaborate closely with development teams to ensure timely resolution and thorough testing.
- Keep customers regularly updated on case status, next steps, and expected resolution timelines.
- Manage customer issues through effective troubleshooting, active listening, problem-solving, and escalate when necessary.
- Prioritize and balance multiple issues by assessing user impact, urgency, and sensitivity.
- Maintain a professional and service-oriented demeanor with both customers and internal teams.

Required Qualifications
- Bachelor’s degree, preferably in a technical field; degrees in accounting are also considered an asset.
- 3 to 5+ years of experience in customer application support or a related role.
- Basic technical knowledge of desktop and network support, with the ability to escalate issues to Level 2 resources.
- Strong work ethic, self-motivated, and resourceful, with a willingness to go beyond expectations.
- Excellent communication skills, capable of conveying information clearly and professionally.
- Flexibility to work varied hours and a strong service mindset toward customers and partners.

Preferred Qualifications and Benefits
- Experience with accounting business applications or ERP systems is highly advantageous.
- Ability to work both independently and collaboratively in a fast-paced environment.
- Demonstrated ownership of issues through to resolution and eagerness to learn new skills.
- Work schedule includes a shift from 7 PM to 4 AM Pakistan Time, with weekend availability as required. Opportunities exist for weekend on-call support and potential shift changes following training.

Benefits include:
- Competitive, market-leading salary package.
- Comprehensive medical coverage for employees, dependents, and parents.
- Provident fund and performance-based employee bonuses.
- Home internet subsidy and conveyance allowance.
- Profit sharing plan for employees with tenure.
- Life insurance and child care facilities.
- Company-provided meals and recreational areas.
- Professional development budget and occasional on-shore training opportunities.
- Friendly work environment and leave encashment options.

Contour Software is committed to diversity and fostering an inclusive workplace free from discrimination. The company encourages applications from individuals with special needs and provides reasonable accommodations throughout the recruitment process. All candidates are welcomed and valued for their unique talents and abilities.