Customer Support Specialist

5 days ago

Lahore, Punjab, Pakistan TechSea Full time 1,200,000 - 2,400,000 per year

Location:
Valencia Town, Lahore, Pakistan (On-site)

Working Hours:
8:00 AM – 5:00 PM EST (Mon–Fri)

(Timings may vary based on operational needs)

About TechSea

TechSea is a SaaS-based IT company offering an
AI-Powered All-in-One Career Suite
— a smart career development platform used by
U.S.-based universities, colleges, and individual professionals
. Our tool helps students and professionals build career readiness, enhance employability, and successfully enter the job market.

Position Overview

We are looking for a
Customer Support Specialist (Email & Live Chat)
who will deliver timely, accurate, and high-quality support to our users — primarily through
live chat and email
. The ideal candidate will play a key role in ensuring a smooth customer experience, assisting users with product queries, handling service requests, and maintaining strong communication with internal teams.

Key Responsibilities

Live Chat Support

  • Respond promptly to student and professional user inquiries via
    live chat
    within specified response times.
  • Provide clear, accurate, and empathetic answers to questions related to our AI Career Suite product.
  • Identify recurring issues and report feedback to the product team for continuous improvement.
  • Maintain high standards of tone, accuracy, and grammar in all written communications.

Email & General Customer Support

  • Manage customer emails regarding our
    Resume Writing and related services
    .
  • Assign new orders to the internal team and track progress through our CRM.
  • Handle customer disputes, refunds, and order follow-ups in coordination with relevant departments.
  • Reach out to inactive customers via email or phone to re-engage and ensure satisfaction.

Internal Coordination

  • Communicate effectively with internal teams through
    Slack
    .
  • Use
    Zendesk
    to manage support tickets, chats, and emails efficiently.
  • Log and track all customer interactions to ensure transparency and accountability.
  • Perform additional support or administrative tasks as assigned by management.

Requirements

  • Bachelor's degree
    (required).
  • Minimum 2 years of experience
    in Customer Support or a related field (preferably SaaS or IT-based).
  • Strong command of
    English (written and verbal)
    — with excellent grammar, clarity, and tone.
  • Hands-on experience with
    CRM and support tools
    (Zendesk, GoHighLevel, Slack, or similar).
  • Ability to multitask, prioritize effectively, and manage time under pressure.
  • Customer-focused attitude with patience, empathy, and problem-solving skills.
  • Availability to work
    8:00 AM – 5:00 PM EST (Mon–Fri)
    and adjust to changing shifts if required.

What We Offer

  • Competitive Salary:
    We value your expertise and ensure you are rewarded fairly.
  • Health Coverage:
    Your health and well-being are a priority for us.
  • Fuel Allowance:
    We provide support for your commute.
  • Company-Provided Equipment:
    Receive all the necessary tools (laptop, internet, screens, etc.) to work efficiently.
  • Collaborative Team Environment:
    Join a supportive and dynamic group of professionals.
  • Career Growth:
    Opportunities for professional development and advancement.
  • Generous Paid Time Off:
    Enjoy a healthy work-life balance with ample vacation time.
  • Paid Maternity and Paternity Leave:
    We support your family's important milestones.
  • Cultural Exposure:
    Work with a diverse, multicultural team.
  • US-Based Projects:
    Gain valuable experience working with US-based clients and companies.

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