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Customer Support Specialist

Customer Support Specialist

HR WaysJhelum, Punjab, Pakistan
2 days ago
Job description

Hiring Customer Support Specialist Karachi Remote

About the Client :

Our client is a Digital Marketing platform designed to make running ad campaigns simple and accessible for everyone, especially small businesses, startups, and entrepreneurs.

About Job

We’re looking for a Customer Support Specialist who is fluent in English (both written and spoken) and has a solid understanding of digital marketing and advertising platforms. The ideal candidate is proactive, dependable, and capable of delivering quick, accurate responses to customers. You’ll be responsible for handling customer queries, creating and tracking JIRA tickets for technical issues, and coordinating with developers and product teams to ensure timely resolutions.

Key Responsibilities

  • Provide prompt and professional support to customers through chat, email, and virtual meetings.
  • Respond quickly to customer issues; timely communication is a critical performance metric.
  • Identify, reproduce, and document technical issues clearly in JIRA for the development team.
  • Maintain accurate communication between customers and internal teams.
  • Follow up with customers to ensure their issues are fully resolved and satisfaction is achieved.
  • Maintain and organize internal support documentation. Understand Plais ad automation tools and assist users with marketing and campaign‑related queries.

Requirements

  • Excellent command of English (both spoken and written).
  • Strong communication, problem‑solving, and interpersonal skills.
  • Basic understanding of online advertising and marketing platforms (Meta Ads, Google Ads, TikTok Ads, etc.).
  • Experience using JIRA or similar issue‑tracking systems.
  • Familiarity with customer support tools (e.g., Intercom, Zendesk, or HubSpot).
  • High accountability and responsiveness especially during customer‑active hours.

    • Working Hours (Karachi Time)

    Since most customers are in European and U.S. time zones, flexibility is essential. Recommended availability : Between 4 : 00 PM to 2 : 00 AM (PKT). However, as this is a responsibility‑based role (not strictly time‑based), if any major issue occurs between 5 : 00 PM and 4 : 00 AM, the candidate must immediately report, create a JIRA ticket, and respond to the customer. The candidate should remain reachable during active support hours to ensure quick response to urgent matters.

    Working Days

    Monday to Friday

    Working Timings

    4 : 00 PM – 2 : 00 AM

    Location

    Karachi – Remote

    Benefits

  • Remote Setup
  • Yearly Bonuses

    • About HR Ways

    HR Ways is an award‑winning technical recruitment firm helping software houses and IT product companies internationally and locally to find IT talent. HR Ways is engaged by 300+ employers worldwide ranging from the worlds biggest SaaS companies to the most competitive startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our WhatsApp channel to stay updated or visit to know more.

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    Customer Support Specialist • Jhelum, Punjab, Pakistan