Customer Support Specialist

3 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 Executive 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.
  • 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.
  • 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.

Required Skills:

  • Understanding of web hosting, domain management, and basic website setup.
  • Basic knowledge of POS systems and retail workflows.
  • Familiarity with CRM or support automation tools.
  • Ability to work flexible hours to accommodate U.S.-based clients.

Qualifications: BSCS

Experience: 2+ years in customer support, preferably in a SaaS or tech environment.

No of vacancies: 1

Salary: Market competitive + Bonus and other benefits

Location: Johar Town, Lahore

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