Contour
Software
ProductSupportAssociate
Neural analysis suggests this role is
optimal for Mid candidates.
“Product Support Associate at Contour. Skills: Product Support, Customer Service, Communication, Problem Solving. Respond to client inquiries via phone, email, and chat.. Diagnose and resolve application-related issues.”
What You'll Achieve.
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
Industry & Context.
Diagnose and resolve application-related issues.
Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require.
What They're Looking For.
Must Have
Excellent Communication Skills - Clear, professional spoken and written English, with 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., 4+ years of experience in product support, customer service, helpdesk, or contact centre roles
Nice to Have
Experience in product support, hospitality, club operations, or service-based industries is preferred, Basic understanding of accounting or finance concepts is an asset, Experience with Microsoft familiarity with Salesforce is an advantage
What You'll Do.
Respond to client inquiries via phone
Diagnose and resolve application-related issues.
and respectful tone in all client interactions.
Escalate issues appropriately to Tier 2 technical teams when required.
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.
Accurately document all customer interactions in Salesforce.
Follow defined workflows
and service standards.
Contribute to and reference knowledge base articles as needed.
Assist with member-related inquiries such as tee times
and account questions.
Ensure a smooth and respectful experience for club members and staff.
Represent Jonas and Contour professionally at all times.
Work closely with peers and senior support teams to resolve issues.
Participate actively in training
and quality improvement initiatives.
Remain open to feedback and focused on continuous learning.
How You'll Work.
Team & Collaboration
Work closely with peers and senior support teams to resolve issues.; Collaborate respectfully and support one another.
Communication Scope
Excellent Communication Skills - Clear, professional spoken and written English, with listening skills.
Full Job Description
_**About Contour**_ [Contour Software](http://contour-software.com/) 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
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