Salesforce Support Specialist - Contractual

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

Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs across 17+ countries, Jonas Club ERP helps streamline club operations and deliver exceptional member experiences. This position is part of Jonas’s global support team, which is 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: Jonas Club  (https://www.jonasclub.com/) 

The Position: We are seeking a detail-oriented and service-focused Salesforce Support Specialist to join our Sales Operations team on a 12-month contract. The successful candidate will provide first-line support to Salesforce users, assist with day-to-day operational activities, maintain CRM data quality, and support the Salesforce System Administrator with routine system maintenance, testing, and enhancement activities. 

This role is ideal for someone who combines strong problem-solving and organisational skills with a customer-focused approach. The successful candidate will resolve basic Salesforce issues, guide users through system processes and best practices, assist with data management, and contribute to ongoing Salesforce projects while ensuring a positive and consistent user experience. 

Key Responsibilities: 

• User Support & Issue Resolution: Provide first-level support to Salesforce users by troubleshooting and resolving basic system issues in a timely and professional manner. 

• Ticket Management: Respond to, manage, and track Salesforce support requests through the established ticketing process, ensuring users receive appropriate updates and resolutions. 

• User Guidance & Best Practices: Assist users with Salesforce navigation, data entry, system processes, and general best practices to promote effective and consistent platform usage. 

• Data Maintenance: Perform routine data maintenance activities, including data updates, imports, exports, validation, and record corrections. 

• Data Quality Monitoring: Monitor CRM data quality and identify duplicate, incomplete, or inaccurate records for review and remediation. 

• User Onboarding & Access Support: Assist with user onboarding, access requests, and basic permission updates under the direction of the Salesforce System Administrator. 

• User Acceptance Testing: Support User Acceptance Testing (UAT) for new Salesforce enhancements, releases, and system changes. 

• Reports & Dashboards: Assist with the creation, maintenance, and validation of Salesforce reports and dashboards to support business requirements. 

• Documentation & Knowledge Management: Create and maintain Salesforce documentation, knowledge articles, process instructions, and user guides. 

• System Testing & Validation: Support the testing and validation of new functionality, automation, and system enhancements before deployment. 

• Issue Escalation: Identify and escalate complex or unresolved issues to the Salesforce System Administrator when required, providing clear and complete supporting information. 

• Cross-Functional Collaboration: Work closely with Sales Operations and other business teams to improve Salesforce adoption, operational efficiency, and the overall user experience. 

• Project & Continuous Improvement Support: Contribute to ongoing Salesforce projects and continuous improvement initiatives by supporting operational, testing, documentation, and data-related activities. 

Skills & Qualifications: 

• Relevant Experience: 1–2 years of experience supporting Salesforce users or working in a CRM support, Sales Operations, or Business Operations role. 

• Salesforce Knowledge: Basic understanding of Salesforce Sales Cloud and its core processes and functionality. 

• Reporting & Data Management: Experience working with Salesforce reports, dashboards, and data management activities. 

• Excel Proficiency: Strong Microsoft Excel skills, with the ability to organise, review, and validate business data effectively. 

• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a structured approach to identifying and resolving user issues. 

• Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear guidance and support to business users. 

• Organisational Skills: Strong organisational skills, attention to detail, and the ability to maintain accurate records and documentation. 

• Time Management & Prioritisation: Ability to prioritise multiple support requests, manage competing responsibilities, and work independently. 

• Customer-Focused Approach: A commitment to providing responsive, professional, and user-focused support. 

Preferred Skills: 

• Salesforce Certification: Salesforce Associate or Salesforce Administrator Certification, or active progress towards obtaining a relevant certification. 

• Salesforce CPQ & Related Applications: Experience with Salesforce CPQ, PandaDoc, or similar CRM-integrated applications. 

• Automation Knowledge: Familiarity with Salesforce Flows and basic automation concepts. 

• End-User Support: Previous experience supporting end users in a professional business environment. 

What You’ll Bring: 

• A detail-oriented and methodical approach to Salesforce support and data management. 

• A positive, user-focused mindset and a commitment to providing timely and effective support. 

• The ability to communicate Salesforce processes and best practices clearly to business users. 

• Strong ownership and accountability when managing support requests and routine operational tasks. 

• The ability to collaborate effectively with Sales Operations, the Salesforce System Administrator, and other business teams. 

• A willingness to learn, adapt, and contribute to Salesforce projects and continuous improvement initiatives. 

Reporting Structure: The Salesforce Support Specialist will report to the Sales Operations Manager and work closely with the Salesforce System Administrator to support day-to-day Salesforce operations. 

What Success Looks Like: 

• Timely User Support: Salesforce users receive timely, accurate, and effective assistance with routine system issues and requests. 

• High-Quality CRM Data: Salesforce data is maintained accurately, with duplicate, incomplete, and inaccurate records identified and addressed. 

• Effective Testing Support: Testing and deployment activities are supported through thorough validation, clear documentation, and timely feedback. 

• Improved Salesforce Adoption: Users receive the guidance and support required to use Salesforce processes effectively and consistently across the business. 

• Operational Support: Routine Salesforce operational tasks are handled effectively, enabling the Salesforce System Administrator to focus on larger system enhancements and strategic initiatives. 

Work shift (Job Timings): 

• Shift Hours: 9:00 AM to 6:00 PM Eastern Standard Time (6:00 PM to 3:00 AM Pakistan Standard Time).