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 Executive to support our users and help define and execute a scalable support process.

Key Responsibilities:

  1. Develop and maintain a structured FAQ section and support knowledge base aligned with product updates and user feedback.
  2. Design and implement a streamlined customer support process, including SLAs, escalation paths, and ticket tracking.
  3. Respond to customer queries across multiple channels (email, live chat, phone/VOIP, support ticketing system).
  4. Provide technical assistance for core platform modules: online store, website builder, POS system, and customer app.
  5. Deliver onboarding support and guide users through platform features and best practices.
  6. Maintain professionalism, empathy, and solution-oriented communication in all customer interactions.
  7. Categorize and triage support requests to ensure timely resolution based on urgency and complexity.
  8. Collaborate with technical teams to resolve escalated issues and report bugs or feature requests.
  9. Ensure high availability and quality standards for call-based support.
  10. Analyze support trends to recommend documentation improvements and enhance customer satisfaction.
  11. Guide 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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