Technical Support Engineer

Company Introduction:

Our vision is to make sales simple and fun. Our current solution tackles the pain of cold calling. It takes managers hours to distribute calling data, and there's never any transparency. Sales agents hate cold calling because it is tedious and has a high rejection rate. We remove all the admin work for managers and salespeople and allow for lead distribution in seconds, and a live leaderboard allows managers to view how many calls are being made and how many leads are being generated.

The mobile app allows sales agents to call with the click of a button and forces an update on every single contact. Additional features allow sales agents to follow up with clients using WhatsApp, SMS, and Email directly through our app. We remove the pain of cold calling so your team can focus on what's really important -> Calling More and Closing More.

What we're looking for

As a Technical Support Engineer, you will play a key role in ensuring a seamless experience for our customers by troubleshooting technical issues, resolving customer queries, and improving our internal support processes.

If you enjoy problem-solving and are driven by the vision to empower small and medium businesses throughout the world - then this is the place for you

Responsibilities

1. Provide multi-channel support to customers via email, chat, and calls, ensuring timely and effective issue resolution
2. Create and manage tickets on Freshdesk, ensuring proper categorization and escalation when needed
3. Maintain and continuously update support documentation, FAQs, and troubleshooting guides
4. Build integrations and automation for clients using no-code tools like Zapier and Pabbly to improve workflows
5. Collaborate with the engineering and product teams to report bugs, suggest improvements, and test new features before release
6. Assist in onboarding new customers by guiding them through setup and best practices
7. Analyze recurring customer issues and propose solutions to reduce support load
8. Provide insights on customer pain points and feedback to help drive product improvements

Must Haves

1. Bachelor's Degree in Computer Science/Engineering (Software, Electrical, Electronics) or equivalent practical experience
2. 2-3 years of experience in Customer Support, Technical Support, or Software Development, preferably in customer-facing roles
3. Experience with ticketing tools like Freshdesk or Zendesk
4. Familiarity with Slack, Google Sheets, and general workflow automation
5. Excellent English communication skills (written and spoken), with a customer-centric approach
6. Highly organized, detail-oriented, and proactive in improving support processes

Nice to Haves

1. Arabic speaking skills
2. Experience with SQL and Python for data extraction and troubleshooting
3. Familiarity with Facebook Ad Manager, Business Suite, and CRM platforms
4. Previous experience in a SaaS or B2B support role
5. Understanding of webhooks and API integrations
6. Experience working in a startup or fast-paced environment

Benefits

1. Remote and flexible work
2. High levels of responsibility with the opportunity to grow rapidly

Work Mode: Hybrid
Experience: 2-3 years
Working Days & Timings: Monday to Friday (10 am to 6 pm)
Location: DHA Phase 6, Karachi

About HR Ways:
HR Ways is an Award-winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from the world's biggest SaaS Companies to the most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil, and other parts of the world. Join our Whatsapp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more.