E-Commerce Support Professional

2 weeks ago

Lahore, Punjab, Pakistan beBeeCustomerSupport Full time $60,000 - $75,000
Job Title: Customer Support Specialist

We are a rapidly growing technology firm developing a comprehensive commerce platform tailored for the retail industry. Our cutting-edge platform includes an e-commerce store builder, business website management, a Point of Sale (POS) system, and a customer-facing mobile app.

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, and support ticketing system.
  4. Provide technical assistance for core platform modules: e-commerce 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.

Requirements:

  • At least 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.

Benefits:

  • Opportunity to work with a leading technology firm.
  • Challenging role in a dynamic environment.
  • Professional development opportunities.
  • Competitive compensation package.

Others:

  • Flexible working hours.
  • Remote work options.
  • Recognition and rewards for outstanding performance.

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