Product Support Specialist

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

📋 Description

• Interact with clients through phone, email, chat, and ticketing systems.

• Identify and resolve technical issues efficiently and professionally.

• Assist clients in maximizing the benefits of Jonas Club ERP software.

• Clarify feature usage and suggest upgrades or best practices when necessary.

• Collaborate with Development, QA, and Product teams to escalate and address complex issues.

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

• Record and document all support interactions using internal systems.

• Keep comprehensive records and update the knowledge base as needed.

• Aid in booking, membership questions, and coordination of club services.

• Gather feedback and participate in process improvement initiatives.

• Identify areas of friction to improve overall client satisfaction.

• Complete virtual training and adapt to new systems effectively.

⛳️ Requirements

• Strong technical skills; adept at navigating software, understanding system architecture, and troubleshooting issues in real time.

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

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

• Ability to succeed in fast-paced environments, accept constructive feedback, and take responsibility for challenges.

• Excellent verbal and written communication skills in English.

• Proven experience in customer support or helpdesk roles.

• Capable of diagnosing software, network, and system issues logically and methodically.

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

• Quick learner, able to remain calm under pressure, and adaptable to new systems or workflows.

• Strong active listening skills, empathy, patience, and a client-oriented service mindset.

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

• Familiarity with Windows Server environments, processor specifications, domain controllers, Active Directory, and group policy management is a plus.

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

• Understanding of VMware or Hyper-V is a plus.

• Exposure to PowerShell scripting is an added advantage.

• Experience in software support, hospitality, club operations, or related industries is highly desirable.

• 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.

• Knowledge of basic accounting principles.

• Must be willing to work a rotating 24/7 shift, including weekends and after-hours, following training.

🏝️ Benefits

• Competitive Salary.

• Medical Coverage for Self & Dependents.

• Parents Medical Coverage.

• Provident Fund.

• Performance-based bonuses for employees.

• Home Internet Subsidy.

• Conveyance Allowance.

• Profit Sharing Plan for Tenured Employees Only.

• Life Insurance Benefits.

• Child Care Facility.

• Company Provided Lunch/Dinner.

• Budget for Professional Development.

• Recreational area for in-house games.

• Occasional On-shore training opportunities.

• Supportive work environment.

• Leave Encashment.