Technical Support L1

We are seeking a motivated Technical Support L1 professional to join our team at the Lahore office, located in Gulberg (Hali Road). This role is fully onsite and involves working in a dynamic 24/7 operations environment with flexible shift timings. The ideal candidate will have 1 to 3 years of experience in technical or IT support, preferably within the Telematics, IoT, SaaS, or Fleet Management industries. This position offers an opportunity to engage directly with customers, troubleshoot technical issues, and contribute to maintaining high service standards in a fast-paced setting.

Key Responsibilities:
- Act as the first point of contact for customer inquiries and provide technical support.
- Respond promptly to customer issues and ensure resolution within established SLA timelines.
- Troubleshoot basic hardware, firmware, and software-related problems.
- Monitor fleet operations proactively to detect and resolve potential issues before escalation.
- Classify, prioritize, and manage support tickets efficiently using the designated ticketing system.
- Escalate complex technical problems to Engineering and Level 2 Support teams while maintaining proper follow-up.
- Maintain accurate and up-to-date documentation within CRM and ticketing platforms.
- Contribute to the development of the knowledge base by documenting solutions and improving customer self-service resources.

Required Qualifications:
- 1 to 3 years of experience in Technical Support, IT Support, SaaS, IoT, Telematics, or Fleet Management.
- Basic understanding of GPS tracking systems, telematics devices, wireless communication, and networking concepts is preferred.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Excellent verbal and written communication skills to interact effectively with customers and internal teams.
- Experience working with CRM or ticketing systems to manage customer interactions and support workflows.
- Ability to perform well in a fast-paced, customer-focused, 24/7 support environment, utilizing AI-powered support tools where applicable.

Compensation and Work Environment:
The position offers a competitive monthly salary ranging from Rs. 100,000 to Rs. 120,000. The role requires full-time, in-person attendance at the Lahore office, supporting round-the-clock operations with flexible shifts.

Interested candidates are encouraged to apply by submitting an updated resume with the subject line "Technical Support – L1." This is an excellent opportunity for professionals looking to advance their careers in technical support within the evolving fields of telematics and IoT.