Product Support Executive – Digital Platforms (Onsite, Karachi, PKR Salary)

HR POD - Hiring Talent Globally; Karachi Division; Sur place; PKR 900 000 - 1 500 000; Plein temps

Résumé du poste

HR POD Careers is seeking a product support professional to monitor and categorize incoming issues, document user feedback, and provide timely resolutions. You will troubleshoot, reproduce issues, and escalate to engineering when needed, while maintaining clear communication and thorough records.

The role emphasizes customer service, privacy awareness, and collaboration with cross-functional teams to improve OTT/streaming platform support and account-related problems.

Qualifications

• 1–3 years of experience in product support, customer support, application support, service desk, or related tech roles.
• Basic understanding of web and mobile applications, user accounts, authentication and common issues.
• Strong troubleshooting, analytical thinking, and documentation skills.
• Experience using ticketing systems or issue-tracking platforms.
• Ability to manage multiple requests and prioritize urgent issues with cross-functional teams.
• Customer-service mindset with professional written communication.
• Experience supporting OTT, streaming, SaaS or high-volume online platforms.
• Familiarity with video playback, login, payments, device compatibility, or app updates.
• Basic understanding of APIs, browser troubleshooting, mobile diagnostics and network connectivity.
• Exposure to incident management, knowledge management, and service reporting.
• Calm, empathetic, solution-oriented approach with ownership from intake to closure.
• Clear, accurate communication and meticulous issue documentation.
• Proactive identification of recurring problems and user experience improvements.
• Respect for privacy, security, and internal support processes.

Responsabilités

• Monitor incoming product support requests through approved channels and ticketing systems.
• Understand, categorize, prioritize, and document reported issues and user feedback.
• Provide timely responses to users regarding product, account, access, playback, and app concerns.
• Perform initial troubleshooting using knowledge articles and diagnostic checks.
• Reproduce issues when possible and capture steps, logs, device details, and timestamps.
• Escalate technical issues to Engineering, QA, DevOps, or Product with actionable information.
• Track incidents through resolution with follow-ups and user communication.
• Contribute to knowledge base articles and troubleshooting guides.
• Support release validation by reporting defects and verifying fixes.
• Share user feedback and trends with relevant teams.
• Follow data privacy and information security procedures.

Connaissances

Experience in product support

Customer support

Application support

Service desk

Understanding of web/mobile apps

User accounts / authentication

Troubleshooting

Documentation

Ticketing systems

Cross-functional collaboration

Communication skills

Privacy and security awareness

Outils

Jira

Zendesk

Freshdesk

ServiceNow

Description du poste

Requirements:

• 1–3 years of experience in product support, customer support, application support, service desk, or a related technology role, with a basic understanding of web and mobile applications, user accounts, authentication, and common application issues.


• Strong troubleshooting, analytical thinking, communication, and documentation skills, with experience using ticketing systems, support tools, or issue-tracking platforms.


• Ability to manage multiple requests, prioritize urgent issues, and maintain accurate records while working comfortably with cross-functional technical and non-technical teams.


• Strong customer-service mindset and professional written communication.


• Experience supporting OTT, streaming, SaaS, consumer digital, or high-volume online platforms.


• Familiarity with video playback, buffering, login, subscription, payment, device compatibility, or application update issues.


• Basic understanding of APIs, browser troubleshooting, mobile diagnostics, and network connectivity.


• Experience with tools such as Jira, Zendesk, Freshdesk, ServiceNow, or equivalent platforms.


• Exposure to incident management, knowledge management, and service reporting.


• A calm, empathetic, and solution-oriented approach to user support, with ownership of support requests from intake through closure or appropriate escalation.


• Clear, accurate, and timely communication with users and internal teams, along with strong attention to detail when capturing evidence and documenting issues.


• Proactive identification of recurring problems and opportunities to improve the user experience.


• Respect for privacy, security, and internal support processes.

Responsibilities:

• Monitor incoming product support requests through approved support channels and ticketing systems.


• Understand, categorize, prioritize, and document reported issues, questions, and user feedback.


• Provide timely and clear responses to users regarding common product, account, access, playback, and application-related concerns.


• Perform initial troubleshooting using standard support procedures, knowledge articles, and diagnostic checks.


• Reproduce reported issues where possible and capture relevant steps, screenshots, logs, device details, and timestamps.


• Escalate technical issues to Engineering, QA, DevOps, or Product teams with complete and actionable information.


• Track incidents and support tickets through resolution, including follow-ups and user communication.


• Identify recurring issues and contribute to knowledge base articles, FAQs, troubleshooting guides, and support documentation.


• Support release validation by reporting user-impacting defects and verifying fixes when requested.


• Share recurring user feedback, service-impacting trends, and improvement opportunities with relevant teams.


• Follow defined response, escalation, data privacy, and information security procedures.