Technical Customer Support Agent

flipdish; Karachi Division; On-site; PKR 1,339,000 - 2,009,000; Full time

Job summary

Flipdish is seeking a Tier 2 Customer Support Agent in our Karachi hub to own complex, high-impact issues requiring deep product knowledge and cross-functional coordination.

You will deliver remote installations, provide high-touch support for key accounts, manage escalations, coach Tier 1 agents, and help maintain high support standards across the team. Shifts run 6am–12am UTC, seven days a week.

Qualifications

• Minimum 1 year experience in customer or technical support.
• Experience handling escalations and cross-functional collaboration.

Responsibilities

• Own complex or high-impact cases escalated by Tier 1.
• Coordinate remote installations and troubleshooting across Flipdish systems.
• Coach Tier 1 agents and ensure clear shift handovers.
• Maintain accurate case notes and escalate as needed.

Skills

Customer support

Technical troubleshooting

English communication

Coaching teammates

Tools

Intercom

Salesforce

Job description

About Flipdish

At Flipdish, we're turning the tables in favour of independent restaurant and takeaway owners by offering them powerful, simple-to-use tech solutions backed by real human support. Everything we do is designed to make running a restaurant satisfyingly simple in a world that's anything but.

About the role

You'll join our Customer Support team in the Karachi hub as an experienced Tier 2 Customer Support Agent, owning complex and high-impact customer issues that require deeper product knowledge, technical investigation, and cross-functional coordination.

You'll deliver remote installations and configuration, provide high-touch support for key accounts, and manage escalations through to resolution. You'll also act as a senior point of support for Tier 1 agents-monitoring queues and emerging issues, coaching colleagues, and helping the wider team maintain consistently high support standards.

Success in this role looks like complex issues being resolved accurately and efficiently, installations being completed successfully, key customers receiving dependable support, customer-impacting trends being identified early, and Tier 1 agents becoming more capable through your guidance.

Please note: This role operates on a seven-day shift rota, covering shifts between 6am and 12am UTC, including evenings and weekends.

What you'll own

• Take ownership of complex or high-impact cases escalated by Tier 1; investigate root causes, assess severity and customer impact, and drive each case through to resolution with clear updates and accountable handovers.


• Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish software, hardware, networks, peripherals, and integrations; partner with Onboarding, Operations, and technical teams when additional expertise is required.


• Provide responsive, high-quality support for designated key accounts; understand their setup and operational priorities, coordinate complex cases across teams, and build trust through technical confidence and proactive communication.


• Partner with Product and Engineering on critical customer issues and incidents; provide clear evidence, troubleshooting history, affected-account context, and reproducible steps, then validate fixes or workarounds before closure.


• Maintain customer observability across contacts, escalations, installations, and incidents; identify recurring pain points and emerging risks early, and cross-report actionable insights to Product, Engineering, Operations, Customer Success, and leadership.


• Act as a senior point of contact for Tier 1 agents during assigned shifts; monitor queues, review escalation quality, coach colleagues on troubleshooting and communication, and ensure clear shift handovers.


• Maintain expert product knowledge and accurate Intercom and Salesforce records; improve documentation, playbooks, tooling, and ways of working. Challenge poor decisions and propose better approaches-constructive challenge is a responsibility, and progress should take priority over comfortable consensus.

What success looks like

• Complex and escalated cases are resolved accurately, efficiently, and with clear ownership, improving response time, resolution time, customer satisfaction, quality, and service-level performance.


• Remote installations are completed successfully, with appropriate testing, documentation, customer guidance, and follow-up.


• Key accounts receive dependable, proactive support, while Product and Engineering receive complete, actionable information on critical customer issues.


• Customer-impacting trends and operational risks are identified early, reported consistently, and used to improve products, processes, tooling, and incident prevention.


• Tier 1 agents become more confident resolving issues independently, and shift handovers are clear enough that customers do not need to repeat information.

About you

You'll thrive in this role if you:

• Have at least one year of experience in customer support, technical support, service operations, or a similar customer-facing role.


• Have handled complex technical issues and customer escalations in a fast-paced environment, using a methodical approach to distinguish between configuration, connectivity, hardware, software, and user-related issues.


• Can remain calm, exercise sound judgement, and take ownership when customers are frustrated, incidents are urgent, or information is incomplete.


• Have experience coaching, mentoring, or providing operational guidance to less-experienced colleagues.


• Can prioritise competing work based on customer and business impact while managing multiple complex cases at once.


• Communicate fluently in English, with excellent verbal and written skills, and can translate technical information into clear, practical guidance.


• Produce accurate, structured case notes and escalation summaries, and are comfortable supporting customers across phone, email, and chat.


• Are organised, detail-oriented, collaborative