Posted Jul 04, 2026 76 views
We are looking for a Chat & Technical Support Specialist to be the primary point of contact for our customers, helping them resolve technical issues efficiently and clearly. This role involves addressing challenges such as email deliverability problems, DNS misconfigurations, and inbox setup errors with minimal supervision. If you enjoy turning frustrated users into satisfied advocates, this position offers a meaningful opportunity to make a direct impact on customer experience.
Key Responsibilities
- Manage inbound customer inquiries via live chat and email by troubleshooting issues, providing clear, step-by-step guidance, and resolving tickets promptly with minimal back-and-forth.
- Support customers during onboarding, including domain setup, DNS record configuration (SPF, DKIM, DMARC), mailbox provisioning, and connecting inboxes to outreach platforms like Instantly.ai or Smartlead.
- Diagnose and resolve email deliverability challenges such as bounce rates, blacklisting, warm-up problems, sending limits, and authentication failures.
- Use video calls or create Loom walkthroughs when written instructions are insufficient, ensuring faster and clearer communication.
- Escalate complex or unresolved issues to the technical team with detailed context to avoid vague handoffs.
- Maintain and update the customer-facing knowledge base, including help articles, setup guides, and FAQs.
- Follow up with customers post-resolution to confirm issue closure and satisfaction.
- Identify recurring pain points and communicate them to product and operations teams to help reduce ticket volume over time.
Required Qualifications
- At least 1 year of hands-on experience in live chat or technical support, ideally within a SaaS or technology environment.
- Proven track record in customer or technical support roles, demonstrated by metrics such as resolution time, customer satisfaction, or ticket volume handled.
- Strong written English skills, capable of explaining technical concepts clearly, professionally, and in a friendly tone.
- Basic understanding of email infrastructure, including domains, DNS records, MX, SPF, DKIM, and DMARC protocols.
- Familiarity with Google Workspace and/or Microsoft 365, including account setup, admin panel navigation, and common user issues.
- Comfortable using support platforms such as Intercom, Crisp, Freshdesk, Zendesk, or similar tools.
- Confident in conducting video calls and creating screen recordings to assist customers effectively.
- Ability to stay calm under pressure, de-escalate tense situations, and maintain professionalism.
- Self-organized and proactive, able to identify and address issues independently without waiting for direction.
- Willingness to work on-site at our Johar Town, Lahore office during the shift hours of 6 PM to 3 AM PKT, Monday through Saturday.
Preferred Qualifications and Benefits
- Experience supporting cold email platforms, email deliverability tools, or managed inbox services is a plus.
- Familiarity with Cloudflare DNS management or domain registrar platforms such as NameSilo, GoDaddy, or Namecheap.
- Exposure to outbound sales tools like Instantly.ai, Smartlead, Apollo.io, or similar platforms.
- Basic understanding of API concepts or SaaS product workflows, even without coding experience, to better grasp system integrations.
- Previous experience in a B2B SaaS or email infrastructure company is advantageous.
- Competitive monthly salary ranging from Rs70,000 to Rs100,000.
This is an in-person role requiring adherence to the specified shift schedule. Candidates will be evaluated on their troubleshooting approach, communication skills, and ability to explain technical concepts in simple terms during the application process. If you are eager to join a dynamic team and help customers succeed, we encourage you to apply.
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Iyrix Technologies
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