Product Support Associate

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!

About Contour:

Contour Software is a global delivery hub for Constellation Software Inc. (CSI), one of the world’s top 10 software companies. In just 14 years, Contour has grown to over 2,000 employees across Karachi, Lahore, and Islamabad, supporting CSI’s 100+ vertical market software businesses around the world. From its origins in R&D and finance, Contour now provides full-service support across functions-from customer experience to product development-for CSI’s global operations.

Division:

Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas’s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues.

Division Link: https://www.jonasclub.com/

Role Overview

We are looking for a service-driven, customer-focused Product Support Associate to join our Contour team supporting Jonas Club Management software. This role is the first point of contact for our customers and plays a critical role in delivering a professional, empathetic, and reliable support experience.

You will guide customers through system usage, resolve application-related questions, and ensure a positive experience across phone, email, chat, and ticketing platforms.

Success comes from strong communication skills, attention to detail, willingness to learn, and a genuine desire to help customers.This role includes structured virtual training, ongoing coaching, and opportunities to gain experience within a global software organization.

What Success Looks Like

• Customers feel heard, supported, and confident using the software

• Issues are resolved accurately and efficiently

• Escalations are handled smoothly and with proper documentation

• Team members collaborate respectfully and support one another

• Learning and improvement are continuous

Key Responsibilities

Customer Support & Issue Resolution

• Respond to client inquiries via phone, email, and chat.

• Diagnose and resolve application-related issues.

• Maintain a calm, professional, and respectful tone in all client interactions.

• Escalate issues appropriately to Tier 2 technical teams when required.

Product Knowledge & Customer Guidance

• Help clients understand system functionality and day-to-day usage.

• Explain features in a clear, non-technical manner.

• Share best practices to help customers get maximum value from the software.

Process, Documentation & Quality

• Accurately document all customer interactions in Salesforce.

• Follow defined workflows, escalation criteria, and service standards.

• Contribute to and reference knowledge base articles as needed.

Service Support & Member Experience

• Assist with member-related inquiries such as tee times, reservations, billing, and account questions.

• Ensure a smooth and respectful experience for club members and staff.

• Represent Jonas and Contour professionally at all times.

Collaboration & Learning

• Work closely with peers and senior support teams to resolve issues.

• Participate actively in training, coaching, and quality improvement initiatives.

• Remain open to feedback and focused on continuous learning.

Skills & Qualifications

Core Competencies (Must Have)

• Excellent Communication Skills Clear, professional spoken and written English, with strong listening skills.

• Learning Agility - Demonstrated ability to learn new systems, workflows, and product concepts quickly and apply them effectively in day-to-day support work.

• Customer Service Mindset Experience supporting customers with patience, empathy, and accountability.

• Organizational Skills Ability to manage multiple tasks, prioritize effectively, and follow through.

• Adaptability & Resilience Comfortable working in a fast-paced, evolving environment and open to feedback.

• Professional Conduct Respectful, dependable, and able to work well within a team-based culture.

Education & Experience

• 4+ years of experience in product support, customer service, helpdesk, or contact centre roles

• Experience in product support, hospitality, club operations, or service-based industries is preferred

• Bachelor’s degree in business administration (or related discipline) from an accredited university

• Basic understanding of accounting or finance concepts is an asset

• Experience with Microsoft Office; familiarity with Salesforce is an advantage

What You Will Bring

• A strong sense of responsibility and customer care

• Willingness to learn and grow in a global support environment

• Respect for processes, quality standards, and teamwork

• Professional communication and a positive attitude

Work Schedule & Availability

• Training Schedule: 9:00 AM - 5:00 PM EST (6:00 PM - 3:00 AM PKT)

• Post-Training Schedule: Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require

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.