Technical Implementation & Support Specialist

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:  

RentHub is a modern Rental Management System (RMS) serving equipment dealerships across North America. We help dealers increase rental revenue, improve fleet visibility, streamline contracts, and drive operational excellence. 

As we continue to grow, we are expanding our implementation and customer success capabilities to ensure world-class onboarding, dealer adoption, and measurable customer satisfaction. 

The Position: 

Technical Implementation & Support Specialist will serve as a key extension of the RentHub North America team. This role combines technical onboarding, customer support coordination, dealer training, adoption coaching, and customer experience measurement. 

The ideal candidate is technically capable, highly organized, customer-focused, and confident communicating with dealership owners and rental managers in North America. Finalized candidate would work from Contour’s Lahore office as an extension of the Global Support team.  

This position plays a critical role in: 

• Successful onboarding of new RentHub dealers 

• Driving product adoption and reducing attrition 

• Supporting live customers via calls and email 

• Managing documentation and remote installations 

• Tracking NPS and dealer satisfaction 

• Improving our AI support agent (RAia) through documentation and training data 

 Key Responsibilities 

1. Dealer Onboarding & Implementation 

• Assist with remote RentHub installations via Microsoft Teams 

• Coordinate onboarding schedules with North America team 

• Prepare onboarding documentation and system setup materials 

• Guide dealers through system configuration and go-live processes 

• Record training sessions and create structured onboarding libraries 

• Ensure smooth transition from implementation to active usage 

2. Customer Support & Communication 

• Monitor incoming customer emails and support calls 

• Log and categorize support tickets accurately 

• Ensure customers receive responses within defined SLAs 

• Coordinate with developers on issue prioritization 

• Communicate updates and resolutions clearly to dealers 

• Maintain professional, confident communication with dealership owners and rental managers 

3. Dealer Adoption & Retention 

• Coach dealers on best practices for using RentHub 

• Identify underutilized features and drive adoption campaigns 

• Monitor usage metrics and identify at-risk dealers 

• Conduct follow-up calls to improve engagement 

• Support North America leadership in reducing dealer attrition 

Primary success metrics: 

• Dealer Adoption Rates 

• Dealer Attrition Rates 

• Time-to-Go-Live 

• Active Feature Utilization 

4. NPS & Customer Feedback Management 

• Conduct regular dealer surveys 

• Track and report Net Promoter Score (NPS) 

• Identify trends in dealer satisfaction 

• Provide structured feedback summaries to leadership 

• Coordinate follow-ups with detractors 

• Support initiatives to improve customer experience 

5. RAia AI Agent Improvement 

• Create structured video and written knowledge libraries 

• Convert dealer training content into AI-consumable documentation 

• Log frequently asked questions 

• Help improve RAia’s accuracy and response quality 

• Test and validate AI responses for dealer-facing interactions 

Required Skills & Qualifications 

• 2–5 years’ experience in technical support, SaaS onboarding, or customer success 

• Strong written and spoken English (North America-facing role) 

• Experience conducting video meetings (Microsoft Teams preferred) 

• Highly organized and detail-oriented 

• Comfortable working with CRM/ticketing systems 

• Ability to explain technical concepts to non-technical users 

• Self-motivated and able to work across time zones 

Preferred Qualifications 

• Experience with ERP, RMS, or dealership systems 

• Background in SaaS implementation 

• Experience measuring and analyzing NPS 

• Familiarity with AI tools or chatbot training 

• Rental or heavy equipment industry kn