Technical Customer Support Agent

Flipdish is dedicated to empowering independent restaurant and takeaway owners by providing powerful, easy-to-use technology solutions supported by genuine human assistance. Our mission is to simplify the complexities of running a restaurant in today’s fast-paced environment. As part of our Customer Support team based in Karachi, you will take on the role of a Tier 2 Customer Support Agent, handling complex and high-impact customer issues that require in-depth product knowledge, technical investigation, and collaboration across teams. You will be responsible for remote installations, configuration, and providing high-touch support to key accounts, while managing escalations through to resolution. Additionally, you will support Tier 1 agents by monitoring queues, coaching colleagues, and maintaining high standards of customer service. This role operates on a seven-day shift rota, covering hours between 6am and 12am UTC, including evenings and weekends.

Key Responsibilities
- Take ownership of complex or high-impact cases escalated from Tier 1, investigating root causes, assessing severity and customer impact, and driving cases to resolution with clear communication and accountability.
- Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish software, hardware, networks, peripherals, and integrations, collaborating with Onboarding, Operations, and technical teams as needed.
- Deliver responsive, high-quality support for designated key accounts by understanding their setup and priorities, managing complex cases across teams, and building trust through proactive communication and technical expertise.
- Partner with Product and Engineering teams on critical customer issues and incidents by providing detailed evidence, troubleshooting history, affected account context, and reproducible steps, then validating fixes or workarounds before closure.
- Maintain customer observability by tracking contacts, escalations, installations, and incidents; identify recurring issues and emerging risks early, and report actionable insights to Product, Engineering, Operations, Customer Success, and leadership.
- Act as a senior point of contact for Tier 1 agents during shifts by monitoring queues, reviewing escalation quality, coaching on troubleshooting and communication skills, and ensuring clear shift handovers.
- Maintain expert product knowledge and accurate records in Intercom and Salesforce; improve documentation, playbooks, tools, and processes. Challenge ineffective decisions constructively to prioritize progress over consensus.

Required Qualifications
- Minimum of one year’s experience in customer support, technical support, service operations, or a similar customer-facing role.
- Proven ability to handle complex technical issues and customer escalations in a fast-paced environment, with a methodical approach to diagnosing configuration, connectivity, hardware, software, and user-related problems.
- Ability to remain calm, exercise sound judgment, and take ownership during urgent incidents or when information is incomplete.
- Experience coaching, mentoring, or providing operational guidance to less-experienced colleagues.
- Strong prioritization skills to manage multiple complex cases based on customer and business impact.
- Fluent English communication skills, both verbal and written, with the ability to translate technical information into clear, practical guidance.
- Proficient in producing accurate, structured case notes and escalation summaries; comfortable supporting customers via phone, email, and chat.
- Highly organized, detail-oriented, collaborative, and willing to challenge unclear thinking or ineffective processes.
- Flexibility to work evenings and weekends as part of a shift rota.

Preferred Qualifications and Benefits
- Experience supporting SaaS, point-of-sale, payments, restaurant technology, food delivery, or hospitality products.
- Familiarity with POS hardware, printers, tablets, networking, integrations, or remote device troubleshooting.
- Experience using Intercom, Salesforce, Jira, or similar CRM and support tools.
- Background in supporting enterprise, strategic, or key accounts and coordinating incidents across Support, Engineering, Product, Operations, and commercial teams.
- Knowledge of SLAs, incident severity levels, customer satisfaction metrics, quality assurance, root-cause analysis, technical documentation, or support training.

At Flipdish, we offer a competitive salary and exceptional opportunities for career growth within a dynamic startup environment. Benefits include 24 days of annual leave plus public holidays and seasonal company days, private healthcare covering outpatient and inpatient care, company-provided transport services, and quarterly team meet-ups and company events. Our culture values ownership, transparency, diversity, inclusion, and wellbeing, fostering a collaborative and flexible workplace where your contributions shape the future of Flipdish.