Support & Tech Assistant

We are seeking a detail-oriented and organized Support & Tech Assistant to manage client support communications and assist the Tech Manager with daily operational tasks. This role serves as a vital link between clients and the internal team by ensuring support requests are tracked, prioritized, assigned, and completed efficiently. The ideal candidate will possess strong communication skills, excellent organizational abilities, and the capacity to handle multiple tasks across various projects. Familiarity with project management tools such as Asana or similar platforms is highly desirable.

Key Responsibilities

Client Support Management:
- Monitor and manage incoming support emails and client requests.
- Review support requests to understand client needs and convert them into actionable tasks.
- Create and update support tickets with clear descriptions, priorities, and deadlines.
- Follow up on open tickets to ensure timely resolution.
- Communicate status updates to clients as necessary.
- Identify urgent issues and escalate them to the appropriate team member.
- Maintain accurate records of client requests, updates, and resolutions.

Tech Team Assistance:
- Support the Tech Manager with daily operational tasks and workflow management.
- Create tasks in project management tools based on team needs and client requests.
- Organize and maintain project boards to ensure tasks are structured and current.
- Review task statuses and follow up with team members on pending items.
- Help maintain project priorities and deadlines.
- Prepare daily and weekly priority lists for the technical team.
- Assist in tracking progress across website development, maintenance, and technical projects.
- Ensure critical tasks are not overlooked or delayed.

Project & Task Coordination:
- Facilitate workflow organization between different teams.
- Ensure tasks have clear descriptions, requirements, attachments, and deadlines.
- Identify blockers and communicate them to the Tech Manager.
- Follow up with team members to gather updates and keep projects moving forward.
- Assist in maintaining internal documentation and processes.
- Contribute to improving task management workflows and team organization.

Required Qualifications
- Strong written and verbal communication skills.
- Excellent organizational and time management abilities.
- Ability to manage multiple tasks and priorities effectively.
- High attention to detail.
- Comfortable using project management tools such as Asana, Monday.com, or Microsoft Teams.
- Professional communication skills with clients and internal teams.
- Problem-solving mindset with ownership of assigned tasks.
- Ability to follow established processes while identifying opportunities for improvement.

Preferred Qualifications and Benefits
- Previous experience in customer support, project coordination, or operations.
- Experience working with website development or digital marketing teams.
- Basic understanding of websites, CMS platforms (WordPress preferred), hosting, domains, and website maintenance.
- Experience managing support tickets or helpdesk systems.
- Familiarity with agency workflows and client communication.

Work Environment and Success Indicators
A successful Support & Tech Assistant will ensure client support requests are handled efficiently, keep the Tech Manager informed about priorities and blockers, and help the technical team stay organized and focused. This role reduces missed follow-ups and delayed tasks while maintaining clear communication between clients and internal teams. The candidate should be proactive, reliable with follow-ups, detail-focused, and comfortable managing multiple moving parts independently while collaborating with a team. An interest in improving processes and workflows is essential.

This position offers a hybrid remote work arrangement based in Islamabad.