Customer Support Specialist

Zilon International; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A dynamic and resourceful support executive is needed to join a growing SaaS company based in Lahore. The role involves developing a customer support process, addressing user queries, and maintaining a knowledge base aligned with product updates. Candidates should have at least 2 years of experience in customer support, preferably within a tech environment, and possess strong communication skills. Competitive salary along with bonuses and benefits is offered.

Benefits

Market competitive salary

Bonus and other benefits

Qualifications

• 2+ years of experience in customer support, especially in a SaaS or tech environment.
• Strong written and verbal communication skills in English.
• Familiarity with the retail industry or commerce platforms.

Responsibilities

• Respond to customer queries across multiple channels including email, live chat, and phone.
• Develop and maintain a structured FAQ section and support knowledge base.
• Deliver onboarding support and guide users through platform features.

Skills

Technical Assistance

Communication Skills

Customer Support

Documentation

Education

BSCS

Tools

Zendesk

Freshdesk

VOIP Systems

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.

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.

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.

Qualifications: BSCS

Experience: 2+ years 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