Technical Support

Involvec Solutions Ltd; Karachi Division; On-site; PKR 400,000 - 900,000; Full time

Job summary

Involvec Solutions Ltd in Karachi is seeking a technical support specialist to respond to customer requests, diagnose issues, and escalate complex problems. You will reproduce issues, document findings, and communicate effectively to ensure timely resolutions.

The role requires experience in SaaS or IT services, strong troubleshooting, and excellent English communication. This is an office-based, full-time position with shift-based scheduling.

Qualifications

• Minimum 2 years of professional technical-support experience.
• Experience in software, SaaS, web, hosting or IT services preferred.
• Strong understanding of websites, domains, DNS, hosting, email and authentication.
• Excellent written and spoken English with clear documentation skills.
• Experience using ticketing/helpdesk systems.

Responsibilities

• Respond to customer technical-support requests and maintain accurate records.
• Diagnose and troubleshoot website, software, hosting and application issues.
• Reproduce reported problems and collect information for investigation.
• Escalate defects or complex issues to the appropriate team.
• Follow up with customers until issues are resolved.
• Maintain professional communication and service standards.

Skills

English proficiency

Troubleshooting

Communication

Documentation

Customer service

Tools

Ticketing systems

Helpdesk software

Knowledge bases

Job description

Provide professional technical support for customers using websites, software, applications and related IT services.

Responsibilities

• Respond to customer technical-support requests and maintain accurate support records.
• Diagnose and troubleshoot common website, software, account, hosting and application issues.
• Reproduce reported problems and collect the information required for technical investigation.
• Escalate software defects or complex technical issues to the appropriate team.
• Follow up with customers until issues are properly resolved.
• Maintain professional communication, confidentiality and service standards.

Required qualifications

• Minimum 2 years of professional technical-support experience; 2-4 years preferred.
• Previous experience within software, SaaS, web, hosting, cloud or IT services preferred.
• Good technical understanding of websites, applications, domains, DNS, hosting, email, authentication, payment systems and common software issues.
• Strong troubleshooting and issue-documentation ability.
• Strong professional spoken and written English.
• Experience with ticketing, helpdesk or customer-support systems.

Preferred

• International customer-support experience
• SaaS or software support experience
• Experience with ticketing platforms and technical knowledge bases

Role information

• Employment: full_time
• Reports to: Head of Operations
• Schedule: Full-time, shift-based. Shift assignment depends on operational coverage; office-based operations follow 8-hour shifts.