Customer Support Specialist

Nokhba.AI; Lahore; On-site; PKR 450,000 - 750,000; Full time

Job summary

Nokhba.AI in Lahore seeks a friendly Customer Support Specialist to assist candidates and employers using its AI-powered HR platform.

You will respond via chat and email, guide users through features and recruitment workflows, troubleshoot issues, and collaborate with internal teams to improve satisfaction and platform adoption.

Qualifications

• Customer support, customer service, helpdesk, SaaS support, or related experience.
• Excellent written and verbal communication skills.
• Strong problem-solving, troubleshooting, attention to detail, and follow-up abilities.
• Patient, friendly, and customer-focused approach.
• Ability to explain technical or platform-related information in simple language.
• Ability to support multiple users and manage competing priorities in a fast-paced technology environment.
• Familiarity with SaaS platforms, CRM systems, ticketing tools, or HR technology is preferred.
• Basic understanding of recruitment processes is an advantage.
• Ability to monitor support metrics such as satisfaction, response time, resolution time, ticket resolution, escalations, and user engagement.

Responsibilities

• Respond to candidate and employer inquiries through chat, email, and other support channels.
• Guide users through platform features, recruitment workflows, job postings, candidate management, profiles, applications, and accounts.
• Provide clear, professional, and timely solutions to customer questions.
• Troubleshoot basic technical and platform-related issues and elevate complex matters to the appropriate teams.
• Monitor support tickets, follow up on open requests, and maintain accurate interaction records.
• Identify recurring issues, maintain FAQs and help articles, and recommend service improvements.

Skills

Customer support

SaaS platforms

Communication skills

Problem solving

Attention to detail

Time management

CRM systems

Ticketing tools

Tools

CRM systems

Ticketing tools

Job description

Job Description

Nokhba.AI is seeking a friendly, responsive, and solution-oriented Customer Support Specialist to support candidates and employers using its AI-powered HR technology platform.

In this role, you will serve as a key point of contact for platform questions, recruitment workflows, account support, and basic technical issues. You will help create a smooth user experience while collaborating with internal teams to improve customer satisfaction and platform adoption.

• Respond to candidate and employer inquiries through chat, email, and other support channels.
• Guide users through platform features, recruitment workflows, job postings, candidate management, profiles, applications, and accounts.
• Provide clear, professional, and timely solutions to customer questions.
• Troubleshoot basic technical and platform-related issues and elevate complex matters to the appropriate teams.
• Monitor support tickets, follow up on open requests, and maintain accurate interaction records.
• Identify recurring issues, maintain FAQs and help articles, and recommend service improvements.

Job Specification

• Customer support, customer service, helpdesk, SaaS support, or related experience.
• Excellent written and verbal communication skills.
• Strong problem-solving, troubleshooting, attention to detail, and follow-up abilities.
• Patient, friendly, and customer-focused approach.
• Ability to explain technical or platform-related information in simple language.
• Ability to support multiple users and manage competing priorities in a fast-paced technology environment.
• Familiarity with SaaS platforms, CRM systems, ticketing tools, or HR technology is preferred.
• Basic understanding of recruitment processes is an advantage.
• Ability to monitor support metrics such as satisfaction, response time, resolution time, ticket resolution, escalations, and user engagement.