Product Support Specialist

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Engage with clients through phone, email, chat, and ticketing platforms.

• Identify and resolve technical issues efficiently and professionally.

• Assist clients in maximizing software benefits, clarify feature usage, and suggest upgrades or best practices.

• Collaborate with Development, QA, and Product teams to escalate and resolve intricate issues.

• Coordinate with club-facing roles to support overall club operations.

• Log and document all support activities using internal systems.

• Keep detailed records and update the knowledge base.

• Aid in booking, respond to membership inquiries, and coordinate club services.

• Monitor feedback and contribute to process improvements.

• Highlight areas of friction to boost overall client satisfaction.

⛳️ Requirements

• Technical proficiency with the ability to navigate software, comprehend system architecture, and troubleshoot issues in real-time.

• Previous experience in customer product support within software, hospitality, or club settings.

• Eagerness to learn new tools, adapt to changing customer needs, and excel in a virtual training environment.

• Capability to thrive in fast-paced settings, embrace feedback, and take ownership of challenges.

• Exceptional verbal and written communication skills in English.

• Demonstrated experience in customer support or helpdesk roles.

• Ability to methodically diagnose software, network, and system issues.

• Skill in managing multiple priorities, tracking open tickets, and ensuring follow-up.

• Quick learner who remains composed under pressure and adapts to new systems or workflows.

• Strong active listening, empathy, patience, and a client-focused service orientation.

• 3-5+ years of experience in technical support, customer service, or helpdesk environments.

• Bachelor's degree in computer science or a related field.

• Familiarity with ticketing systems and support platforms.

• Understanding of basic accounting principles.

• Knowledge of networking fundamentals, including Windows file sharing, drive mapping, and port forwarding is advantageous.

• Acquainted with Windows Server environments, processor specifications, domain controllers, Active Directory, and group policy management is beneficial.

• Experience with Microsoft Office, CRM systems, and basic HTML is a plus.

• Understanding of VMware or Hyper-V is an asset.

• Exposure to PowerShell scripting is advantageous.

🏝️ Benefits

• Market-leading salary.

• Medical coverage for self and dependents.

• Medical coverage for parents.

• Provident fund.

• Performance-based bonuses for employees.

• Home internet subsidy.

• Conveyance allowance.

• Profit sharing plan for tenured employees only.

• Life benefit.

• Child care facility.

• Company-provided lunch/dinner.

• Professional development budget.

• Recreational area for in-house games.

• Occasional onshore training opportunities.

• Supportive work environment.

• Leave encashment.