Customer Support Specialist (French Bilingual)

Customer Support Specialist (French Bilingual)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.

Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver.

The Position:

Contour Software is looking for a Customer Support Specialist. This individual would be a part of a team responsible for providing excellent and responsive software, basic hardware (e.g., printer connections, reconnect a Microsoft service) and hosting support to customers of our proprietary application via a combination of email, live chat, or phone channels. We are seeking an individual that is analytical, customer-focused, and bright.

Skills and Qualifications:

Enthusiastic, quick learner with strong attention to detail.

Outstanding command of English (verbal and written). Experience living or studying in North America would be an asset.

Customer service focused. Polite, professional, and tactful.

Strong analytical and problem-solving skills.

Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times.

Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering, and case escalation in a timely manner when appropriate.

Monitor incidents, prioritize, and respond as appropriate.

Troubleshoot tickets for level 1 support.

Customer facing via email and phone with an ability to identify and able to walk through troubleshooting steps.

Constantly gather product knowledge to enhance support experience and share with team.

Ensure ongoing customer satisfaction through timely response and resolution.

Complete training sessions, videos, knowledge base, to stay up to date on the latest technologies and methods.

Prioritize, balance, multitask competing issues based on impact to end user, customer urgency, length of outstanding issue, and political sensitivity.

Promote and maintain high quality, professional, service-oriented company image with customers and internal staff.

Maintaining remote access/support documents and customer records accurately.

Primary duties include:

Use ticketing system to open tickets, prioritize ticket queue, update and close tickets with complete and accurate documentation in a timely and effective manner.

Identify and escalate key support and product issues to team lead.

Handle after-hours inquiries, as required.

Achieve KPIs in line with other team members (e.g., tickets closed per day, avg. resolution time, etc.).

Assist with maintaining an up-to-date knowledge base.

Educational/Technical Requirements:

Bachelor's degree or equivalent (preference for a technical field such as engineering or programming).

Minimum 2-3 years of experience working in a software/technical support role using a ticketing system and a knowledge base.

Strong working knowledge of Microsoft Office.

Excellent English written and verbal communication skills.

French Bilingual skills are necessary.

Work Shift:

9 AM to 6 PM Eastern Standard Time (Willing to work weekends, if required).

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

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