Customer Support Specialist

4 weeks ago

Lahore, Punjab, Pakistan Zilon International Full time

We are a growing SaaS company providing a comprehensive commerce platform tailored for the retail industry. Our platform includes an online store builder, business website management, a Point of Sale (POS) system, and a customer-facing mobile app. We're looking for a dynamic and resourceful Customer Support Specialist to support our users and help define and execute a scalable support process.

Key Responsibilities:

Developed and maintained a structured FAQ section and support knowledge base aligned with product updates and user feedback.
Created user-friendly documentation to assist customers with plugin installation, setup, and general usage.
Designed and implemented a streamlined customer support process, including SLAs, escalation paths, and ticket tracking.
Responded to customer queries across multiple channels (email, live chat, phone/VOIP, support ticketing system).
Provided technical assistance for core platform modules: online store, website builder, POS system, and customer app.
Delivered onboarding support and guided users through platform features and best practices.
Maintained professionalism, empathy, and solution-oriented communication in all customer interactions.
Categorized and triaged support requests to ensure timely resolution based on urgency and complexity.
Collaborated with technical teams to resolve escalated issues and report bugs or feature requests.
Helped set up and maintain a US-based VOIP system operational in Pakistan, ensuring efficient call routing and voicemail handling.
Ensured high availability and quality standards for call-based support.
Analysed support trends to recommend documentation improvements and enhance customer satisfaction.
Guided customers in setting up and customizing their business websites, including DNS and design-related queries.

Requirements:

2+ years of experience in customer support, preferably in a SaaS or tech environment.
Familiarity with the retail industry or commerce platforms is a strong plus.
Experience with VOIP systems such as RingCentral, Aircall, or similar.
Strong written and verbal communication skills in English.
Knowledge of ticketing tools (e.g., Zendesk, Freshdesk, or similar).
Comfortable working in a fast-paced, remote-first environment.
Ability to document support processes and contribute to knowledge base content.

17 h 31 minutes ago 1.400.000 - 2.000.000

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