Customer Support Associate

LMK Resources Pvt. Ltd.; Karachi Division; On-site; PKR 469,000 - 692,000; Full time

Job summary

LMK Resources Pvt. Ltd. is seeking a Customer Support Associate for a one-year contractual position based in Karachi. The role focuses on first-level user support, handling daily queries, and coordinating resolutions to ensure smooth system operation.

Responsibilities include logging and tracking issues, escalation to development/QA teams, maintaining knowledge base, and assisting with user onboarding and basic training. Occasional on-site support at TMC offices may be required.

Qualifications

• Minimum 1–2 years in customer support
• Graduation, IT preferred
• Knowledge of land and urban property laws optional

Responsibilities

• Respond to user queries via calls, email and support channels daily
• Log, categorize, and track issues through resolution
• Provide first-level troubleshooting and guidance on system usage
• Escalate unresolved/technical issues to development and QA with findings
• Follow up on open issues and update users on status
• Maintain records of queries, issues and resolutions for reporting
• Provide support per contractual SLAs for the project
• Develop and maintain solution articles and a knowledge base
• Support user onboarding and basic training
• Provide on-site support at TMC offices as required

Skills

Customer Support

Application troubleshooting

Property laws (optional)

Education

Graduation (IT preferred)

Job description

Note: This is a one-year contractual position.

Job Summary

The role provides first level support to system users, handling daily queries and issues and coordinating their resolution to ensure smooth operation. Support is delivered in line with the contractual requirements and service levels of the project.

Job Responsibilities

The Customer Support Associate will be responsible for responding to user queries, logging and tracking issues, providing first level troubleshooting, and escalating unresolved or technical matters to the development and QA teams with findings. The role also involves following up on open issues, maintaining records for reporting, developing and maintaining solution articles and a knowledge base, and supporting user onboarding and basic training. The role ensures timely response and a positive support experience for system users.

Key Responsibilities

1. Respond to user queries received through calls, email, and the support channel on a daily basis.
2. Log, categorize, and track issues through to resolution.
3. Provide first level troubleshooting and guidance on system usage.
4. Escalate unresolved or technical issues to the development and QA teams with findings.
5. Follow up on open issues and keep users updated on their status.
6. Maintain records of queries, issues, and resolutions for reporting.
7. Provide support in line with the contractual requirements and service levels of the project.
8. Develop and maintain solution articles and a knowledge base for common queries and issues.
9. Support user onboarding and basic training as required.
10. Provide on-site support at TMC offices as and when required.

Required Skills

• Customer Support
• Application and software troubleshooting
• Knowledge of land and urban property laws (Optional)

Experience

• Minimum: 1 to 2 years of experience in Customer Support
• Preferred: 3 years

Education/Qualification

• Minimum: Graduation/ Preferably in IT

Location

• Karachi(Onsite)