Customer Solutions Specialist

Title: Customer Solutions Specialist - Mid Market
Location: Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
Working Hours: Eastern Time Zone (between 6 pm to 6 am Pakistan time)
Job Nature: Permanent, Full-time (40 hours per week)

About Us:

WellnessLivingisn'tjust our name,it'swho we are.We'reasoftware company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally.From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and15 million usersworldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business

When you joinWellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.

About You:

Are you solely focused on closing tickets as fast as possible? If yes, DO NOT APPLY
At WellnessLiving, putting our customers first is at the heart of everything we do, and the Customer Solutions team lives by this core value every day. We believe in solving problems together—valuing empathy, clear communication, and understanding above all else. Our team takes pride in delivering thoughtful, effective solutions while staying focused on the needs of our customers.

As a Customer Solutions Specialist, you'll be the first point of contact for our customers, driven by a genuine passion for helping others and ensuring their success. You'll take ownership of each issue and be responsible for providing well-communicated, personalized solutions, no matter how complex. Your problem-solving skills and technical knowledge will ensure that customers feel supported and understood at every step.

If you're ready to make a real impact by solving meaningful customer issues, understanding their business needs, and delivering exceptional service, WellnessLiving is the place for you.

Key Responsibilities:

• Respond to incoming support requests via email and assist Mid-Market businesses in troubleshooting technical issues.
• Serve as the primary point of contact for escalated technical issues, providing advanced troubleshooting and problem-solving expertise.
• Investigate and resolve complex software and hardware problems by analyzing system logs and conducting root cause analysis.
• Collaborate with other departments, such as Development or Customer Growth, to resolve issues that require cross-functional expertise.
• Conduct training sessions and workshops for Mid-Market businesses.
• Act as a subject matter expert, providing guidance and mentorship to junior technical solutions specialists.
• Communicate with customers in a clear and concise manner, providing step-by-step instructions and explanations.
• Manage customer expectations by setting realistic timelines for issue resolution and following up with customers to ensure satisfaction.
• Accurately document customer interactions, troubleshooting steps, and solutions in the ticketing system or knowledge base.
• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues and resolutions.
• Stay up-to-date with the latest product updates, and industry best practices.
• Collaborate with cross-functional teams to develop and implement innovative solutions to complex technical challenges.
• Actively participate in training sessions and workshops to enhance technical skills and knowledge.
• Provide feedback to team leads on recurring or critical issues to drive process improvements and system enhancements.
• Understand and deliver on KPIs and performance expectations as outlined by Technical Solutions Management.

Skills & Qualification:

• 2 to 3 years of experience in customer support or customer care with international clients (especially in the US, North America, Canada, & Australia). Experience in the SAAS industry is a competitive edge
• Highly organized and detail-oriented
• A solution-oriented approach to problem-solving
• Familiarity with the operations and needs of a business owner in small-to-medium-sized businesses
• Strong interpersonal skills and proficiency in English communication (both written & verbal)
• Well-developed ability to build strong relationships, quickly establish credibility, and collaborate across multiple internal and external teams
• Ability to quickly leverage tools and technology such as Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA
• High energy level demonstrated the drive to succeed and comfortable with urgency

What we Offer:

• Competitive salary package based on experience
• Comprehensive Group Health and Life Insurance
• Gratuity
• EOBI
• Transport facility (If place of residency is within a 20-kilometer radius of company's address) / Fuel allowance
• Paid time off (Annual, Sick, Casual, Bereavement, Parental)
• Quarterly Bonuses
• Staff recognition programs
• Staff training programs
• Career progression. We have a long-standing history of promotion from within
• An enriched workplace culture that supports growth, development, and, most importantly, having fun

How we will proceed if you are shortlisted:

• Telephonic call
• Online initial interview and written assessment
• Online final interview

Special note: Only the shortlisted candidates will be contacted due to the high turnout volume.

We appreciate your time and look forward to reviewing your application.