{"id":2793165,"url":"https://alion.io/job/talent-management-solutions-client-experience-specialist","title":"Client Experience Specialist","company":{"id":3420,"name":"Talent Management Solutions","domain":"talentmanagementsolution.com","url":"https://alion.io/company/talentmanagementsolution","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-19T05:45:15Z"}},"role":"Finance","role_family":"Finance","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lahore, Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":46000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2699},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-18T16:45:51Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Contour\nContour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.\nAs 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.\nWhat 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!\nAbout the Division\nPremier Construction provides industry-leading business management and accounting software designed to help construction businesses improve productivity, streamline operations, and achieve their financial objectives.\nAs part of Constellation Software, Premier Construction delivers specialized technology solutions to customers in the construction industry, supporting their operational and financial management needs.\nLearn more about the division: https://premiercs.com/\nThe Position\nWe are looking for a Client Experience Specialist to join our team in Lahore. The successful candidate will provide application support to customers by investigating, troubleshooting, and resolving technical and accounting-related issues in a timely and professional manner.\nThe role involves working closely with customers and internal teams, including development and support teams, to ensure effective issue resolution and a positive customer experience.\nThe successful candidate will work from the Contour Software Lahore office as part of Premier Construction’s global team, with working hours aligned with the designated US-based support team.\nThis position offers opportunities to strengthen technical and accounting expertise, develop customer support capabilities, and grow into future leadership responsibilities.\nKey Responsibilities\nProvide Tier 2 application support by investigating, troubleshooting, and resolving customer issues related to accounting software.\nApply product knowledge, analytical thinking, and problem-solving skills to address a wide range of customer inquiries.\nIdentify and document software defects by creating detailed bug reports and collaborating with the development team to ensure issues are addressed and properly tested.\nKeep customers informed about the status of open support cases, expected resolution timelines, and recommended next steps.\nManage customer issues through effective troubleshooting, active listening, information gathering, and timely escalation when required.\nPrioritize and manage multiple support cases based on business impact, customer urgency, issue duration, and other relevant considerations.\nTake ownership of customer issues and follow them through to resolution, ensuring appropriate communication and follow-up.\nMaintain a professional, customer-focused, and service-oriented approach when interacting with customers and internal stakeholders.\nCollaborate with internal teams to facilitate efficient issue resolution and maintain high service standards.\nApply basic technical knowledge of desktop and network support to identify potential infrastructure-related issues and escalate them to the appropriate technical resources.\nEducation and Experience\nBachelor's degree, preferably in Accounting, Business, Information Technology, or a related discipline.\nStrong accounting knowledge is a must.\n3-5+ years of experience in a similar customer-facing application support role.\nExperience supporting accounting applications, financial systems, or Enterprise Resource Planning (ERP) software is an advantage.\nBasic knowledge of technical areas such as desktop and network support, with the ability to identify issues and coordinate with the appropriate technical teams.\nExperience working with international customers or supporting teams across different time zones is preferred.\nWillingness to work flexible hours and adapt to changing business requirements.\nStrong work ethic, self-motivation, and the ability to work independently with minimal supervision.\nExcellent verbal and written communication skills, with the ability to communicate technical information clearly and professionally.\nA strong customer service mindset, with a commitment to delivering the level of support and service you would expect to receive yourself.\nKey Skills and Competencies\nAccounting Knowledge: Understanding of accounting concepts and the ability to troubleshoot accounting-related application issues.\nTechnical Troubleshooting: Ability to investigate application issues, identify root causes, and determine appropriate resolutions or escalation paths.\nCustomer Communication: Strong communication and interpersonal skills, with the ability to manage customer expectations effectively.\nProblem-Solving: Analytical thinking and the ability to address complex issues systematically.\nOwnership and Accountability: Commitment to managing issues through resolution and keeping stakeholders informed.\nTeamwork and Collaboration: Ability to work effectively with support, development, and other internal teams.\nAdaptability: Ability to manage competing priorities and perform effectively in a fast-paced support environment.\nContinuous Learning: Eagerness to learn new technologies, develop product knowledge, and improve professional capabilities.\nCustomer Service Excellence: Commitment to delivering responsive, reliable, and professional customer support.\nWork Schedule and Additional Requirements\n Regular Working Hours: 7:00 PM - 4:00 AM Pakistan Standard Time (PST).\nTeam Alignment: Working hours are intended to align with the designated US-based support team's schedule. The final schedule should be confirmed to ensure the required overlap.\nWeekend Availability: Willingness to work weekends when required by business needs.\nWeekend On-Call Support: There may be an opportunity to join the weekend on-call support rotation after successfully completing training and the probationary period.\nShift Flexibility: A change in working hours to accommodate a different time zone may be required following training, depending on business requirements.\nExciting Benefits we offer:\nMarket-leading Salary\nMedical Coverage - Self & Dependents\nParents Medical Coverage\nProvident Fund\nEmployee Performance-based bonuses\nHome Internet Subsidy\nConveyance Allowance\nProfit Sharing Plan [Tenured Employees Only]\nLife Benefit\nChild Care Facility\nCompany Provided Lunch/Dinner\nProfessional Development Budget\nRecreational area for in-house games\nSporadic On-shore training opportunities\nFriendly work environment\nLeave Encashment\nDisclaimer: 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.\nIn 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. 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