Product Support Specialist

2 weeks ago

Lahore, Punjab, Pakistan vFairs Full time 900,000 - 1,200,000 per year

About Us
Come Learn & Grow With us
Unicorn Technology

We're top-rated on G2 and Capterra with over 1000+ reviews by our amazing customers. We're pioneers of innovation and transparency and that shows with the type of technology we offer.

A Diverse Team

vFairs' diverse workforce brings contributors from all over the world, each person having their own skills and unique experiences.

Serving Our Communities

We go by the principle "No enterprise can be more successful than goodness", and hence all employees are entitled to 2 days of paid leave a year to serve a social service to their local or global community through volunteerism.

Green And Global - We Walk the Walk

In 2022, we launched our Green and Global campaign where we make it a priority to lower both our and our customer's carbon footprint. All of our policies follow the guidelines of our G&G initiative and we partner with OneTreePlanted to ensure that we return to the Earth what we may take.

What does being part of the vForce team look like?

An environment of inclusivity, innovation, accountability, and transparency with absolutely no ceiling on how high you fly with us

Learn and Grow

At vFairs, we understand the value of achieving your next career goal and while we fully anticipate that you will never want to leave, we also want to be your #1 fan and ambassador when it comes to your dreams; we will act as your career coach as well to set you on the right path.

We are building a team of Product Support Specialists who will provide Tier 1 support to our enterprise customers. This team will be responsible for resolving customer queries across multiple channels, collaborating with development teams, and identifying opportunities to improve our product, processes, and customer experience. This is an
onsite
position with working hours from
12:00 PM to 9:00 PM PKT.
Key Responsibilities

  • Customer Support & Ticket Management
  • Receive and respond to support queries via chat, email, and phone calls .
  • Acknowledge and manage tickets generated by software users, ensuring timely resolutions.
  • Schedule and conduct customer support meetings when requested.
  • Log phone-based issues into the ticketing system and follow up until resolution.
  • Issue Resolution & Collaboration
  • Troubleshoot and resolve issues by analyzing backend systems and applying necessary changes/configurations.
  • Engage with the development team for escalations and deeper technical fixes.
  • Communicate effectively with customers to close the loop on resolutions.
  • Product & Process Improvement
  • Track and analyze support queries to identify recurring issues and trends.
  • Prepare reports with insights and recommendations for the product team .
  • Contribute to side projects that focus on product improvements, process optimization, and enhanced customer experiences.

Skills & Qualifications

  • Strong communication skills (both written and verbal).
  • Analytical mindset with problem-solving abilities.
  • Basic technical knowledge and comfort with backend systems.
  • Ability to collaborate effectively across teams (customers, developers, product managers).
  • Customer-first attitude with proactive thinking.

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