Customer Support Specialist - Tech & CRM

In this role, you will serve as the primary point of contact for our users—delivering timely, accurate, and empathetic assistance via email and live chat support channels. You will help customers navigate product features, troubleshoot technical friction points, update internal CRM databases, and follow up to ensure end-to-end issue resolution. Additionally, you will bridge the gap between our users and internal teams by capturing product feedback, surfacing feature requests to Product and Sales, and mentoring junior support representatives.

Key Responsibilities

• Multi-Channel Customer Resolution: Address incoming customer inquiries, technical questions, and feature guidance requests in a timely, accurate manner via email and live chat.
• Product Guidance & Troubleshooting: Identify specific user needs, guide customers through platform functionalities, and provide effective technical workarounds when necessary.
• CRM & Database Maintenance: Accurately update internal helpdesk databases, knowledge bases, and CRM logs with details on technical bugs, user discussions, and resolved tickets.
• Feature Announcements & Follow-Ups: Proactively inform customers about system updates, new features, and patch releases, following up on open cases to guarantee complete resolution.
• Cross-Functional Feedback Loop: Gather real-world user feedback, pain points, and feature requests, sharing insights with Product, Sales, and Marketing teams to inform product roadmaps.
• Team Mentorship & Enablement: Assist in onboarding, training, and supporting junior Customer Support Representatives to ensure consistent service quality.

Requirements

Experience, Tools & Soft Skills

• Work Experience: Proven background as a Customer Support Specialist, Technical Support Representative, or similar customer-facing role.
• Helpdesk & Remote Support Tools: Hands-on experience navigating modern ticketing software (e.g., Zendesk, Freshdesk, Intercom) and remote diagnostic tools.
• CRM Systems Literacy: Practical understanding of how enterprise CRM platforms function to track customer journeys, log tickets, and maintain user history.
• Communication Skills: Exceptional written and verbal communication skills with the ability to translate technical steps into simple, easy-to-understand language.
• Problem-Solving & Multi-Tasking: Strong analytical mindset to diagnose root causes under fast-paced, multi-ticket workloads.
• Patience & Empathy: Demonstrated patience, composure, and professionalism when handling complex, urgent, or challenging customer escalations.

Preferred Qualifications

• Industry-specific knowledge within software platforms, SaaS, e-commerce, or digital services.
• Prior experience authoring internal Knowledge Base (KB) articles or customer self-service documentation.

Total Rewards & Benefits

• Market-Competitive Salary: Base salary aligned with market standards for technical customer support professionals in Lahore.
• Career Growth: Opportunities to advance into Support Team Lead, Customer Success, or Product Operations roles.
• Professional Environment: Collaborative work culture with structured training and ongoing skill development.