Posted 4 hours ago Report Job
Nokhba is seeking a dedicated Customer Support Specialist to join our team and deliver outstanding assistance to users of our innovative AI-powered HR Tech platform. This role is pivotal as the initial contact point for candidates and employers utilizing our SaaS platform, ensuring they receive timely, clear, and effective support. The successful candidate will possess excellent communication skills, a customer-focused attitude, and the ability to resolve technical and account-related issues efficiently while maintaining a positive and professional interaction.
In this full-time position based in Lahore, Pakistan, or remotely, the Specialist will engage directly with users to guide them through recruitment workflows and platform features, troubleshoot basic platform issues, and maintain high customer satisfaction levels. The role requires 1 to 3 years of experience in customer support or related fields, familiarity with SaaS platforms, and a proactive approach to handling multiple priorities in a fast-paced environment. Although this position does not involve team management, it offers an excellent opportunity to grow professionally and contribute to enhancing user experiences across GCC and MENA markets.
Responsibilities
- Respond promptly and professionally to inquiries from candidates and employers via chat, email, and other support channels.
- Provide clear guidance and solutions related to platform features, recruitment workflows, and account management.
- Assist candidates with profile set-up, application processes, and account-related questions to ensure seamless platform usage.
- Support employers with job posting, candidate management, and efficient usage of the Nokhba platform.
- Troubleshoot basic technical issues and platform functionalities, escalating complex problems to internal technical teams as needed.
- Follow up consistently with users to confirm resolution of their issues and maintain high levels of customer satisfaction.
- Accurately document all customer interactions, inquiries, and support requests within internal ticketing systems.
- Identify and analyze recurring user issues to recommend improvements aimed at optimizing the platform and support processes.
- Develop and maintain helpful FAQs, knowledge base articles, and other support documentation to empower users.
- Collect and relay user feedback and insights to Product, Engineering, and Customer Success teams to drive platform enhancements.
- Monitor support tickets diligently to meet internal service level agreements and ensure timely issue resolution.
- Contribute to improving platform adoption and overall user engagement by delivering exceptional support experiences.
Skills
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