Description:
We are a growing SaaS company providing a comprehensive commerce platform tailored for the retail industry. Our platform includes an online store builder, business website management, a Point of Sale (POS) system, and a customer-facing mobile app. We're looking for a dynamic and resourceful Customer Support Specialist to support our users and help define and execute a scalable support process.
Key Responsibilities:
- Developed and maintained a structured FAQ section and support knowledge base aligned with product updates and user feedback.
- Created user-friendly documentation to assist customers with plugin installation, setup, and general usage.
- Designed and implemented a streamlined customer support process, including SLAs, escalation paths, and ticket tracking.
- Responded to customer queries across multiple channels (email, live chat, phone/VOIP, support ticketing system).
- Provided technical assistance for core platform modules: online store, website builder, POS system, and customer app.
- Delivered onboarding support and guided users through platform features and best practices.
- Maintained professionalism, empathy, and solution-oriented communication in all customer interactions.
- Categorized and triaged support requests to ensure timely resolution based on urgency and complexity.
- Collaborated with technical teams to resolve escalated issues and report bugs or feature requests.
- Helped set up and maintain a US-based VOIP system operational in Pakistan, ensuring efficient call routing and voicemail handling.
- Ensured high availability and quality standards for call-based support.
- Analysed support trends to recommend documentation improvements and enhance customer satisfaction.
- Guided customers in setting up and customizing their business websites, including DNS and design-related queries.
Requirements:
- 2+ years of experience in customer support, preferably in a SaaS or tech environment.
- Familiarity with the retail industry or commerce platforms is a strong plus.
- Experience with VOIP systems such as RingCentral, Aircall, or similar.
- Strong written and verbal communication skills in English.
- Knowledge of ticketing tools (e.g., Zendesk, Freshdesk, or similar).
- Comfortable working in a fast-paced, remote-first environment.
- Ability to document support processes and contribute to knowledge base content.