Customer Support Specialist (L1–L2) for AI & Automation

ImagineArt; Islamabad; On-site; PKR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation

Learning & growth opportunities

Hybrid/remote-friendly options

Job summary

ImagineArt in Islamabad is seeking a Customer Support Specialist to handle L1 and L2 support for our global users. You will be the first voice for ImagineArt, troubleshooting issues and collaborating with engineering to improve AI-powered features.

The role emphasizes strong English communication, a technical mindset, and hands-on use of automation and AI tools to speed up resolutions and maintain clear help articles.

Qualifications

• 2+ years of experience in customer support, ideally in SaaS, apps, or tech products.
• Excellent written and spoken English.
• Experience handling both basic and technical support issues.
• Strong technical understanding: comfortable with web apps, mobile apps, browsers, and basic troubleshooting.
• Hands-on experience using AI tools (ChatGPT, Claude, etc.) in daily work.

Responsibilities

• L1 support: respond to user queries via chat, email, and social channels; handle account access, billing, subscriptions, refunds, and how to use features.
• L2 support: investigate technical issues such as failed generations, app bugs, payment errors, and platform problems; reproduce bugs and write bug reports.
• Automation and AI: draft replies with AI, build automations, train the AI support bot, and maintain help center content.

Skills

English proficiency

Technical troubleshooting

AI tool usage

Customer empathy

Communication (written)

Tools

Intercom

Zendesk

Freshdesk

Job description

ImagineArt in Islamabad is seeking a Customer Support Specialist to handle L1 and L2 support for our global users. You will be the first voice for ImagineArt, troubleshooting issues and collaborating with engineering to improve AI-powered features.

The role emphasizes strong English communication, a technical mindset, and hands-on use of automation and AI tools to speed up resolutions and maintain clear help articles.