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 strong networks across Multan, Sadiqabad, Lahore, Faisalabad, and Sargodha, the company also operates related ventures including OpenPort (an enterprise transport-management and FBR-integrated invoicing software), Shipline (last-mile delivery), and a US-based truck-dispatch service. Backed by over USD 17.5 million in venture capital, Truck It In is at the forefront of supply chain digitization and tax-tech innovation.

We are looking for a proactive Customer Success & Technical Support Specialist to act as the primary point of contact for our onboarded corporate clients. This role involves managing post-implementation operations, ensuring continuous API uptime, troubleshooting payload transmission errors, and assisting finance and accounting teams with regulatory workflows related to Pakistan’s Federal Board of Revenue (FBR). The ideal candidate will work closely with client relations, tax compliance software, and middleware engineering teams to deliver seamless service and technical support.

Key Responsibilities

- Serve as the primary technical liaison for over 450 active B2B clients, managing inquiries through ticketing systems, phone, and corporate messaging channels with prompt and professional responses.
- Diagnose and resolve real-time invoice rejection errors, including HTTP API status codes, malformed JSON payloads, HS Code validation issues, and STGO rule mismatches.
- Identify the source of transmission faults, whether originating from client ERP systems (such as SAP, Oracle, Dynamics, or local software), OpenPort’s integration layer, or PRAL/FBR gateway downtime.
- Guide client accounting teams through FBR’s regulatory requirements, including invoice cancellations within the 72-hour window, digital debit/credit notes, and record corrections.
- Monitor transaction queues using system logs, basic SQL queries, and CRM tools to detect and prevent systemic errors before they impact client operations.
- Collaborate closely with Software Engineering and Product teams to escalate recurring bugs, address integration challenges, and provide actionable feedback for product enhancements.
- Act as the direct liaison with PRAL to track, escalate, and resolve gateway-related issues, keeping clients informed with transparent updates. Stay updated on relevant FBR changes affecting invoicing and client operations.

Required Qualifications

- Bachelor’s degree in Computer Science, IT, Software Engineering, or a related field.
- Up to 2 years of experience in technical support, application helpdesk, or software operations.
- Basic understanding of APIs, JSON payloads, and HTTP status codes, with the ability to inspect payload logs or use tools like Postman.
- Familiarity with basic SQL queries to extract transmission records and isolate errors.
- Proficiency in ticketing systems, CRM platforms, and Microsoft Office/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 concepts clearly and calmly under pressure.

Preferred Qualifications and Benefits

- Knowledge of ERP workflows, B2B invoicing, and sales tax concepts such as NTN and STRN is highly advantageous.
- Opportunity for fast-track career progression toward a Tier-2 Tech Support Lead role.
- Gain hands-on experience in Pakistan’s rapidly growing sectors of Tax-Tech, Enterprise Middleware, and Supply Chain Digitization.
- Work within a positive and dynamic environment that encourages personal and professional growth.
- Competitive compensation package and commitment to equal employment opportunities.

Success in this role will be measured by effective client onboarding, timely and accurate query resolution, maintaining positive customer feedback, and consistently meeting service-level agreements for ticket closure. This position offers a unique chance to contribute meaningfully to a pioneering company transforming logistics and tax compliance in Pakistan.