Contour
Tech / AI / Software
ProductSupportAssociate
Neural analysis suggests this role is
optimal for Mid candidates.
“Product Support Associate at Contour. Skills: Product Support, Technical Troubleshooting, Customer Service, Communication. Respond to clients via phone, email, chat, and ticketing platforms. Diagnose and resolve technical issues with professionalism and speed”
What You'll Achieve.
delivering a consistently professional experience across multiple support channels; providing exceptional support with speed and empathy; delivering value; ensure a seamless client experience; enhance overall client satisfaction
Industry & Context.
Technical troubleshooting ability; logical, methodical approach
Must be open to work a rotating 24/7 shift including weekends and after-hours as business needs require
What They're Looking For.
Must Have
Excellent communication skills, Customer service experience, Technical troubleshooting ability, Organizational strength, Adaptability & resilience, Soft skills for service excellence, Client Focus, Technical Curiosity, Flexibility, Professionalism
Nice to Have
Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is an asset, Familiarity with Windows Server environments: processor specs, domain controllers, Active Directory, group policy management is an asset, Experience with Microsoft Office, CRM systems, and basic HTML is an asset, Understanding of VMware or Hyper-V is a plus is an asset, Exposure to PowerShell scripting is an asset, Experience in software support, hospitality, club operations, or similar industries is highly desirable, Familiarity with ticketing systems and support platforms, Knowledge of basic accounting concepts
What You'll Do.
Respond to clients via phone
and ticketing platforms
Diagnose and resolve technical issues with professionalism and speed
Help clients maximize the value of our software
explain feature usage
and recommend upgrades or best practices where needed
Track and document all support activity using internal systems
Maintain detailed records and knowledge base updates
and club service coordination to ensure a seamless client experience
contribute to process refinement
and flag areas of friction to enhance overall client satisfaction
How You'll Work.
Team & Collaboration
Work with internal teams (Development, QA, Product) to escalate and resolve complex issues; Liaise with club-facing roles to support broader club operations
Communication Scope
Excellent communication skills; Clear, professional verbal and written English
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! _**T he Division: **_ [Jonas Club](http://www.jonasclub.com/about/) Software helps clubs thrive by focusing on the creation of exceptional experiences. These experiences are delivered through industry leading services, integrated applications, innovative technology, and long term partnerships with the clubs we serve. **_The Role: _ ** We are looking for a high-energy, service-driven Product Support Associate to join our Contour team. You’ll be the first line of support for Jonas Club ERP users, resolving technical issues, guiding customers through system usage, and delivering a consistently professional experience across multiple support channels. This is a full-time, virtual support role requiring technical aptitude, service mindset, and a commitment to learning. Success in this role means embracing virtual training, adapting to new systems, and provi
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