AI-Driven Technical Support Specialist

Tossdown; Lahore; On-site; PKR 600,000 - 1,200,000; Full time

Job summary

Tossdown in Lahore, Pakistan, is seeking a proactive customer support specialist to manage inquiries from local and international clients, ensuring professional and timely communication. You will own issues end-to-end—from diagnosis to resolution and follow-up—while troubleshooting web platforms and APIs before escalating.

The role emphasizes cross-functional collaboration and data-driven process improvement.

Responsibilities

• Handle customer queries and technical support for local and international clients professionally and promptly.
• Own issues end-to-end from diagnosis to resolution and follow-up.
• Troubleshoot websites, ordering systems, integrations, dashboards, and APIs before escalating to Engineering.
• Coordinate with cross-functional teams to resolve tech issues and meet SLAs.
• Analyze support workflows to identify repetitive, inefficient, and automatable processes.
• Design and implement automated workflows for ticket creation, routing, and closure.
• Leverage AI and automation to improve ticket classification, drafting responses, and knowledge retrieval.
• Build and maintain support docs, SOPs, knowledge bases, and automated tracking for KPIs.
• Continuously improve the support system by identifying root causes and AI-enabled solutions.

Job description

Tossdown in Lahore, Pakistan, is seeking a proactive customer support specialist to manage inquiries from local and international clients, ensuring professional and timely communication. You will own issues end-to-end—from diagnosis to resolution and follow-up—while troubleshooting web platforms and APIs before escalating.

The role emphasizes cross-functional collaboration and data-driven process improvement.