Technical Support Representative

1 week ago

Lahore, Punjab, Pakistan beBee Careers Full time

We are seeking a highly skilled Customer Support Specialist to support our users and help define and execute a scalable support process.

Key Responsibilities:
  1. 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. Categorize and triage support requests to ensure timely resolution based on urgency and complexity.
  7. Collaborate with technical teams to resolve escalated issues and report bugs or feature requests.
  8. Ensure high availability and quality standards for call-based support.
  9. Analyze support trends to recommend documentation improvements and enhance customer satisfaction.
  10. 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 beneficial.
  • Experience with VOIP systems such as RingCentral, Aircall, or similar is essential.
  • Strong written and verbal communication skills in English are required.
  • Knowledge of ticketing tools (e.g., Zendesk, Freshdesk, or similar) is necessary.
  • Ability to work in a fast-paced, remote-first environment is crucial.
  • Documenting support processes and contributing to knowledge base content is expected.
Required Skills:
  • Understanding of web hosting, domain management, and basic website setup.
  • Broad 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's degree in Computer Science

Experience:

A minimum of 2+ years of experience in customer support, preferably in a SaaS or tech environment.

Number of Vacancies:

1

Salary:

Market competitive + Bonus and other benefits

Location:

Johar Town

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