E-commerce Support Specialist

3 days ago

Lahore, Punjab, Pakistan beBeeCustomerSupport Full time

Industry leading E-commerce solutions provider is seeking an experienced Support Specialist to join our dynamic team.

E-Commerce Support Role

We're looking for someone with a strong background in customer support, preferably in the SaaS or tech industry. If you have excellent communication skills and are passionate about delivering exceptional customer experiences, we want to hear from you

About the Job:

  • Key Responsibilities:
  • Develop a comprehensive FAQ section and knowledge base aligned with product updates and user feedback.
  • Design a streamlined customer support process including Service Level Agreements (SLAs), escalation paths, and ticket tracking.
  • Respond to customer queries across multiple channels: email, live chat, phone/VOIP, support ticketing system.
  • Provide technical assistance for core platform modules: online store, website builder, Point of Sale (POS) system, and customer app.
  • Deliver onboarding support guiding users through platform features and best practices.
  • Maintain professionalism, empathy, and solution-oriented communication in all customer interactions.
  • Categorize and triage support requests ensuring timely resolution based on urgency and complexity.
  • Collaborate with technical teams to resolve escalated issues and report bugs or feature requests.
  • Ensure high availability and quality standards for call-based support.
  • Analyze support trends recommending documentation improvements and enhance customer satisfaction.
  • Guide customers in setting up and customizing their business websites including DNS and design-related queries.

Requirements:

  • A minimum of 2 years of experience in customer support preferably in a SaaS or tech environment.
  • Familiarity with the retail industry or commerce platforms is highly desirable.
  • 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.

Desirable 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: Bachelor of Science in Computer Science

Additional Benefits Include: Market competitive salary and other benefits.

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