Technical Support Expert

2 days ago


Karachi, Sindh, Pakistan Stellic Full time

At Stellic, we're revolutionizing the way students navigate their academic journey. As a Technical Support Analyst, you'll play a critical role in delivering exceptional support to our customers, ensuring they receive timely and high-quality assistance.

Our platform empowers 1M+ students to take control of their educational future, partnering with top institutions like Cornell, Columbia University, and Ohio State University. You'll work closely with our Engineering team to resolve bugs and address urgent customer escalations, developing deep product expertise along the way.

Key responsibilities include:

  • Managing and responding to 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating
  • Providing high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently resolving 70% common issues without escalation
  • Fostering and maintaining a customer-centric culture within the support team and broader organization

You'll thrive in this role if you possess strong customer service experience, analytical abilities, and cross-functional expertise engaging with engineering, customer success, and product management teams.



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