Product Support Specialist

Horizon Technologies; Karachi Division; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A technology solutions company in Karachi is seeking a Product Support Specialist to enhance customer experiences in the healthcare sector. The role involves providing customer support, troubleshooting issues, and collaborating with various teams to ensure product usability. A Bachelor's degree in a related field and strong communication skills are required. This position operates on a night shift schedule, Monday to Friday.

Qualifications

• 1-2 years of experience in SaaS product support or customer-facing roles.
• Strong communication skills with excellent English (written and spoken).
• Ability to troubleshoot and guide non-technical users.

Responsibilities

• Handle customer support requests providing timely responses.
• Escalate product bugs or technical concerns to engineering.
• Guide customers through technical and functional issues.

Skills

SaaS product support

Customer communication

Technical troubleshooting

Organisational skills

Agile practices

Education

Bachelor's degree in Computer Science or related field

Tools

Zendesk

Jira

Postman

Job description

We are looking to hire a Product Support Specialist for one of our clients in the healthcare industry, based in Canada. Our client is transforming the fertility space through innovative digital solutions. As part of this mission, we seek a Product Support Specialist to support clinics and customers in effectively utilising our products.

This role is focused on customer support, issue resolution, and product usability feedback. Youwill act as the bridge between end-users and the product/engineering teams, ensuring asmooth and positive experience for all stakeholders.

Responsibilities:

• Handle customer support requests (via Zendesk, Jira, or other tools), providing timelyresponses and resolutions.
• Guide customers through technical and functional issues with clear, simplecommunication.
• Escalate product bugs or technical concerns to the engineering team, ensuring properfollow-up and tracking.
• Collaborate with product, QA, design, and DevOps teams to communicate field issuesand improvement suggestions.
• Maintain and update internal documentation, FAQs, and knowledge bases to reducerepetitive queries.
• Support onboarding and training sessions for clinics and new users.
• Monitor and report recurring issues, providing insights for continuous improvement.
• Contribute to sprint ceremonies by sharing support insights and customer feedback.

Must Haves:

• 1-2 years of experience in SaaS product support or customer-facing roles.
• Bachelor's degree (Computer Science, Information Systems, or related field) or equivalent work experience.
• Strong communication skills with excellent English (written and spoken).
• Ability to troubleshoot, problem-solve, and guide non-technical users through technicalissues.
• Strong organisational skills, attention to detail, and an ownership mindset.
• Familiarity with Agile and SDLC practices.
• Ability to manage multiple tickets/tasks at once without compromising quality.

Nice to Have (Optional Skills)

• Knowledge of tools like Postman, SQL basics, and monitoring dashboards (Sentry,CloudWatch).
• Experience with ticketing systems (e.g., Jira, Zendesk).
• Basic knowledge of cloud-based products and integrations.
• Flexibility to work across teams and adapt quickly to new tools/processes.

Other Details

• Work Days: Monday Friday
• Timings: 11:00 PM 8:00 AM PKT (Night Shift)