Global Client Support Specialist (Italian/German)

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!

The Division:

Bookassist is an innovative, multi-award-winning industry leader in hotel booking and distribution software and online strategy. Bookassist provides both technology and online strategy for hotels, lowering costs and increasing direct online business. The award-winning Bookassist booking engine is the ideal SaaS solution for reservations automation, with PMS integration, agent/corporate login and loyalty modules. The cloud-based Distribution Manager is a world-class channel manager with dynamic margin optimization and GDS/IDS.

Bookassist - We Make Your Bookings More Profitable

Bookassist helps hotels increase direct bookings and profit. We combine leading technology and expert strategy to actively raise ROI and lower CPA.

Position Overview
The Global Client Support Specialist provides first-line support to global customers across hotel technology platforms and services. This resource being L1 Support would be Reporting to the Support Team Lead, this role focuses on delivering high quality customer assistance, resolving/escalating reported issues, and maintaining strong internal and external communication. This resource would act as an extension of the Global Bookassist team, the final candidate would work from Contour's Karachi office.

Key Responsibilities

Client Support & Training

• Answering general support queries from our hotel clients over phone and email

• Providing support for hotels using Bookassist booking engine, channel manager, GDS, CMS website etc

• Setting up of new offers, packages and ad hoc tasks in Bookassist reservation system

• Providing internal support for sales, account management and online marketing functions within the company

• Liaising with sales and account management teams to ensure the best technical setups are rolled out to clients.

Technical Support & Issue Resolution

• Troubleshoot technical and operational issues, guiding customers step-by-step through resolutions.

• Conduct research and analysis within internal data platforms to support problem-solving.

• Work with CRM and ticketing tools to manage support cases, feature requests, and documentation.

Internal Collaboration

• Contribute to customer satisfaction metrics including NPS improvement efforts.

Job Requirements

Core Skills

• Strong written and verbal communication skills.

• Ability to deliver clear and accurate guidance to customers.

• Excellent problem-solving abilities and attention to detail.

• Ability to stay calm under pressure in a fast-paced environment.

• Strong computer proficiency and comfort with multi-system workflows.

Technical Competencies

• Familiarity with CRM and customer support systems.

• Knowledge of booking systems, data platforms, or real estate datasets is an advantage.

Experience & Education

• 1+ year experience in a customer-facing environment such as hospitality (reception, reservations, e-commerce, revenue) or technical/customer support.

• Relevant third-level degree preferred.

Languages

• Fluent written and spoken English

• Knowledge of Italian / German would be considered an Asset

Work Conditions

• 12 PM to 9 PM Pakistan Standard Time (9 AM to 5 PM European Standard Time)

• Weekend Availability: Must be willing to work on weekends when required.

• Willingness to provide support outside standard business hours as needed.

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.