Customer Support Specialist

Zilon International; Lahore; On-site; PKR 502,000 - 837,000; Full time

Benefits offered by this job

Bonus

Remote-friendly environment

Market-competitive salary

Job summary

Zilon International is seeking a dynamic Customer Support Executive to support users of our SaaS commerce platform from Johar Town, Lahore. The role emphasizes building a scalable support process and delivering onboarding guidance to clients worldwide.

You will handle inquiries via email, live chat, phone, and ticketing, while improving knowledge bases and ensuring high availability of call-based support. Remote-first, fast-paced environment with a focus on customer satisfaction.

Qualifications

• 2+ years of experience in customer support, preferably in SaaS or tech.
• Experience with VOIP systems (RingCentral, Aircall, or similar).
• Strong written and verbal English communication.
• Experience with ticketing tools (Zendesk, Freshdesk, or similar).

Responsibilities

• Developed and maintained a structured FAQ section and knowledge base aligned with product updates.
• Designed and implemented a streamlined customer support process with SLAs, escalation paths, and ticket tracking.
• Responded to customer queries across 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.
• Collaborated with technical teams to resolve escalations and report bugs or feature requests.

Skills

Customer support

VOIP systems

English communication

Ticketing tools

Remote work

Documentation

Education

BSCS

Tools

Zendesk

Freshdesk

RingCentral

Aircall

Job 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 Executive 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.
• 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.
• 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.

Requirement

• 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.

Required Skills

• Understanding of web hosting, domain management, and basic website setup.
• Basic knowledge of POS systems and retail workflows.
• Familiarity with CRM or support automation tools.
• Ability to work flexible hours to accommodate U.S.-based clients.

Qualification: BSCS Experience: 2+ years of experience in customer support, preferably in a SaaS or tech environment. No of vacancies: 1 Salary: Market competitive + Bonus and other benefits Location: Johar Town, Lahore