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 complementary businesses including 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.

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-go-live operations by ensuring continuous API uptime, troubleshooting payload transmission errors, and assisting finance and accounting teams with FBR’s regulatory workflows. The position requires close collaboration between client relations, tax compliance software, and middleware engineering teams.

Key Responsibilities

- Serve as the main technical liaison for over 450 active B2B clients, handling inbound inquiries through ticketing systems, phone calls, and corporate messaging channels with prompt responsiveness.
- Diagnose and resolve real-time invoice rejection issues, including HTTP API status codes, malformed JSON payloads, HS Code validation errors, and STGO rule mismatches.
- Identify the root cause 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 the 72-hour window for invoice cancellations, issuance of digital debit/credit notes, and record corrections.
- Monitor transaction queues using system logs, basic SQL queries, and 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.
- Act as the direct liaison with PRAL for tracking, escalating, and resolving gateway-related bugs, while providing transparent updates to affected clients. Stay informed about relevant FBR updates impacting invoicing 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 and 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 applications, especially 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 concepts clearly and calmly under pressure.

Preferred Qualifications and Benefits

- Knowledge of ERP workflows, B2B invoicing processes, 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 direct 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 supports 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 resolution of queries, maintaining positive customer feedback, accurate issue diagnosis and debugging, and meeting ticket closure SLAs. Truck It In offers a unique chance to contribute meaningfully to a fast-evolving industry while developing valuable technical and client management skills.