Customer Support Specialists

Tech Be Solution is a forward-thinking technology company dedicated to transforming challenges into opportunities through innovative solutions, process excellence, and customer-focused design. Whether supporting startups or established enterprises, we strive to deliver services that align with our clients’ ambitions. We are currently seeking a dedicated Customer Support Specialist to join our team in Sabzazar, Lahore. This full-time role operates from 6:00 pm to 3:00 am and offers an exciting opportunity to grow within a dynamic SaaS startup environment.

Key Responsibilities
- Act as the primary point of contact for users via email, live chat, and phone, ensuring timely and professional responses to inquiries, issues, and feedback.
- Troubleshoot technical problems and collaborate closely with development and product teams to resolve user concerns.
- Guide users through the MSB Estimating platform by providing onboarding assistance, tutorials, and walkthroughs.
- Log, track, and manage support tickets efficiently within the customer support system.
- Escalate complex or critical issues to the appropriate teams when necessary.
- Identify recurring user pain points and proactively suggest improvements to enhance the overall user experience.
- Stay updated on product features, updates, and changes to provide accurate support.
- Generate reports analyzing user feedback, ticket trends, and resolution times to inform continuous improvement efforts.

Required Qualifications
- Previous experience in customer support, technical support, or help desk roles, preferably within software or SaaS environments.
- Strong written and verbal communication skills in English.
- Patience, empathy, and the ability to remain calm and professional under pressure.
- Effective problem-solving skills, including the ability to diagnose issues, identify root causes, and guide users toward solutions.
- Basic technical aptitude with an understanding of web applications, user flows, and common technical errors.
- Ability to multitask, prioritize workload, and manage time efficiently.
- Dependable, detail-oriented, and committed to delivering excellent customer service.

Preferred Qualifications and Benefits
- Experience in the construction, architecture, or cost estimation industries is an advantage.
- Skills in creating help documentation, FAQs, or knowledge base content.
- Proficiency in additional languages beyond English is a plus.
- Familiarity with analytics tools or user feedback platforms is beneficial.

We offer a competitive salary ranging from Rs60,000 to Rs100,000 per month, along with performance bonuses and incentives. This role provides the chance to work in a supportive and positive culture, with opportunities for professional development, training, and career growth. The position requires in-person attendance at our Sabzazar, Lahore office.

If you are passionate about helping users and enhancing the support experience, we encourage you to apply. Please prepare a resume, a brief cover letter explaining your suitability for the role, relevant experience, and your approach to handling difficult customer interactions. We look forward to welcoming a motivated individual who shares our commitment to excellence and innovation.