Technical Support Specialist – CRM, SaaS

2 weeks ago

Pakistan Finova Labs Full time 250,000 - 500,000 per year

Job Summary:

We are looking for a resourceful and detail-oriented Technical Support Specialist with strong experience in CRM and SaaS implementations, as well as day-to-day support of business productivity tools like Zoho, HubSpot, Twilio, and Microsoft Teams. You will act as a key technical contact, providing functional support, onboarding, training, and troubleshooting for cloud-based tools used across the business.

Key Responsibilities:

SaaS & CRM Implementation:

  • Lead or assist in the implementation, configuration, and rollout of CRM and SaaS platforms (e.g., Zoho, HubSpot, Twilio).
  • Work with stakeholders to gather requirements and align platform features to business needs.
  • Coordinate user onboarding, permissions setup, data migration, and system integrations.
  • Support end-users with customizations, automations, workflows, and dashboards.
  • Document configurations, processes, and internal guides for training and reference.

Application Support & Technical Assistance:

  • Provide Level 1 and Level 2 support for business applications, including:
  • CRM tools – Zoho, HubSpot
  • Communication platforms – Microsoft Teams, Twilio
  • Other daily-use SaaS tools – [e.g., Slack, Trello, Google Workspace, Asana]
  • Respond to tickets or direct inquiries related to user access, technical errors, integrations, or usage guidance.
  • Serve as a liaison between users and third-party vendors when escalations are needed.
  • Track and report recurring issues and assist with platform optimization.

Training & User Enablement:

  • Conduct virtual or in-person training sessions for new users and teams during software rollouts.
  • Develop and maintain internal documentation, FAQs, and how-to resources.
  • Recommend best practices for software usage to improve productivity and user adoption.

Required Skills & Qualifications:

  • 3+ years of experience in a technical support, systems onboarding, or application specialist role.
  • Demonstrated experience supporting and implementing tools like Zoho CRM, HubSpot, Twilio, and Microsoft Teams.
  • Strong understanding of SaaS platforms and cloud-based tools used in daily business operations.
  • Ability to troubleshoot functional issues, user access concerns, and platform configurations.
  • Excellent communication and interpersonal skills to support both technical and non-technical users.

Preferred Qualifications:

  • Experience with CRM automation, API integrations, and low-code tools (e.g., Zoho Deluge, HubSpot Workflows, Zapier, Make).
  • Exposure to VoIP or messaging platform setup (e.g., Twilio or similar).
  • Basic understanding of data privacy, user permissions, and SaaS governance.
  • Experience with help desk ticketing systems (e.g., Zendesk, Fresh service, Jira).

Work Conditions:

  • Fully remote position
  • Night Shift

Job Type: Full-time

Application Question(s):

  • What is your current salary?
  • What is your expected salary?
  • Are you comfortable working in night shift remotely?

Work Location: Remote

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