Customer Success & Technical Support Specialist

Truck It In is a leading B2B digital road-freight marketplace in Pakistan, specializing in full truckload shipments primarily on flatbeds for sectors such as cement, fertilizer, FMCG, and agriculture. With strong networks across Multan, Sadiqabad, Lahore, Faisalabad, and Sargodha, the company also operates OpenPort (an enterprise transport-management and FBR-integrated invoicing software), Shipline (last-mile delivery), and a US-based truck-dispatch service. Having raised 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 and technically adept Customer Success & Technical Support Specialist to act as the primary Single Point of Contact (POC) for our onboarded corporate clients. This role focuses on managing post-go-live operations, ensuring continuous API uptime, troubleshooting payload transmission errors, and assisting finance and accounting teams with FBR regulatory workflows. 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 main technical liaison for over 450 active B2B clients, handling inbound inquiries through ticketing systems, phone, and corporate messaging channels with prompt and professional responses.
- 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 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 processes, including the 72-hour window for invoice cancellations, digital debit/credit notes, and record adjustments.
- Monitor transaction queues using system logs, basic SQL queries, and CRM tools to detect and address systemic errors before they impact client operations.
- Collaborate closely with Software Engineering and Product teams to escalate recurring bugs, resolve integration bottlenecks, and provide actionable feedback for product enhancements.
- Act as the direct liaison with PRAL to track, escalate, and resolve gateway-side issues, while keeping clients informed with transparent updates. Stay updated on FBR changes relevant to invoicing clients.

Required Qualifications

- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
- Up to 2 years of experience in technical support, application helpdesk, or software operations roles.
- Basic understanding of APIs, JSON payloads, and HTTP status codes, with the ability to inspect payload logs or use tools such as Postman.
- Familiarity with basic SQL queries to extract transmission records and isolate errors.
- Experience with 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-related concepts clearly and calmly under pressure.

Preferred Qualifications and Benefits

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

Success in this role means effectively onboarding clients, resolving queries promptly, maintaining positive customer feedback, accurately identifying and debugging issues, and closing tickets within defined service level agreements. Join Truck It In to be part of an innovative team shaping the future of freight logistics and tax compliance technology in Pakistan.