Customer Success & Technical Support Specialist

Truck It In is a leading B2B digital road-freight marketplace in Pakistan, specializing in full truckload transportation primarily on flatbeds for industries such as cement, fertilizer, FMCG, and agriculture. With a strong presence in key cities including Multan, Sadiqabad, Lahore, Faisalabad, and Sargodha, the company operates alongside affiliated ventures like OpenPort (enterprise transport management and FBR-integrated invoicing software), Shipline (last-mile delivery), and a US-based truck-dispatch service. Having secured over USD 17.5 million in venture capital, Truck It In is at the forefront of supply chain digitization and tax-tech innovation.

Key Responsibilities
- Act as the primary technical point of contact for over 450 active B2B clients, managing inbound requests through ticketing systems, phone, and corporate messaging channels with prompt and professional responses.
- Troubleshoot API and payload issues including invoice rejection errors, HTTP status codes, malformed JSON payloads, HS Code validation problems, and STGO rule mismatches.
- Provide operational support related to FBR/PRAL systems by diagnosing whether transmission faults stem from client ERP systems (such as SAP, Oracle, Dynamics, or local software), OpenPort’s integration layer, or PRAL/FBR gateway downtime.
- Assist client finance and accounting teams in navigating regulatory processes, including FBR’s 72-hour window for invoice cancellations, digital debit/credit notes, and record corrections.
- Monitor transaction queues and system logs, perform basic SQL queries, and utilize CRM tools to detect and address systemic errors before they affect client operations.
- Collaborate closely with Software Engineering and Product teams to escalate recurring bugs, resolve integration bottlenecks, and contribute feedback for continuous product improvement.
- Liaise directly with PRAL to track, escalate, and resolve gateway-side issues, providing transparent updates to clients and staying informed about relevant FBR invoicing updates.

Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Up to two years of experience in technical support, application helpdesk, or software operations roles.
- Basic understanding of APIs, JSON payload structures, and HTTP status codes, with the ability to inspect payload logs and use tools such as Postman.
- Familiarity with basic SQL queries to extract transmission records and isolate errors.
- Experience or knowledge of ERP workflows, B2B invoicing, and sales tax concepts such as NTN and STRN is highly advantageous.
- Proficiency in using ticketing systems, CRM platforms, and Microsoft Office applications, particularly Excel for data mapping and reporting.
- Strong verbal and written communication skills in both Urdu and English, with the ability to explain complex technical and tax-related information clearly and calmly under pressure.

Preferred Qualifications and Benefits
Success in this role is measured by effective client onboarding, timely resolution of queries, maintaining positive customer feedback, accurate issue diagnosis, and meeting ticket closure SLAs. Truck It In offers a supportive and dynamic work environment that encourages personal and professional growth. Employees have the opportunity to fast-track their career progression toward roles such as Tier-2 Tech Support Lead. The position provides direct exposure to Pakistan’s rapidly growing sectors of Tax-Tech, Enterprise Middleware, and Supply Chain Digitization. A competitive compensation package is offered, alongside a commitment to equal employment opportunities.

This role is ideal for motivated individuals seeking to make a meaningful impact in a fast-paced, technology-driven logistics environment.