Chat & Technical Support Specialist (70k - 100k)

We're looking for a Chat & Technical Support Specialist who can be the first line of trust for our customers. You'll resolve real technical issues — email deliverability problems, DNS misconfigurations, inbox setup errors — fast, clearly, and without handholding. If you're someone who gets satisfaction from turning a frustrated customer into a loyal one, this role is for you.

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Key Requirements

• On-site role at our Johar Town, Lahore office (6 PM – 3 AM PKT, Monday to Saturday)
• Hands-on experience in customer support, technical support, or a similar client-facing role
• Minimum 1 year of experience in live chat or technical support, preferably in a SaaS or tech environment
• Strong written English — clear, professional, and human

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What You'll Own

• Handle inbound customer queries via live chat and email — troubleshoot issues, provide step-by-step guidance, and close tickets without unnecessary back-and-forth
• Support customers through onboarding — domain setup, DNS record configuration (SPF, DKIM, DMARC), mailbox provisioning, and connecting inboxes to outreach tools like Instantly.ai or Smartlead
• Diagnose and resolve email deliverability issues — bounce rates, blacklisting, warm-up problems, sending limits, and authentication failures
• Jump on video calls or record and send Loom walkthroughs when a written explanation isn't enough — sometimes showing is faster than telling
• Escalate complex or unresolved issues to the technical team with clear, detailed context — no vague handoffs
• Maintain and update the customer-facing knowledge base: help articles, setup guides, and FAQs
• Follow up with customers post-resolution to ensure issues are fully closed and satisfaction is confirmed
• Identify recurring pain points and flag them to the product and ops team to reduce ticket volume over time

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What We're Looking For

• Prior experience in live chat or email-based technical support with measurable outcomes — resolution time, CSAT scores, or ticket volume handled
• Basic understanding of email infrastructure: how domains, DNS records, MX, SPF, DKIM, and DMARC work
• Familiarity with Google Workspace and/or Microsoft 365 — account setup, admin panel navigation, and common user issues
• Comfortable using support tools — Intercom, Crisp, Freshdesk, Zendesk, or equivalent
• At ease on video calls and screen recordings — you can record a clear, confident Loom or hop on a call without hesitation
• Strong written communication — you explain technical things in plain language without being condescending
• Calm under pressure — you de-escalate, not inflame
• Self-organised and proactive — you don't wait to be told what's broken; you notice it first

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Bonus Points If You Have

• Experience supporting cold email platforms, email deliverability tools, or managed inbox services
• Familiarity with Cloudflare DNS management or domain registrar platforms (NameSilo, GoDaddy, Namecheap)
• Exposure to tools like Instantly.ai, Smartlead, Apollo.io, or similar outbound sales platforms
• Basic understanding of API concepts or SaaS product workflows — you don't need to code, but knowing how things connect helps
• Prior experience in a B2B SaaS or email infrastructure company

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Interested? Apply via LinkedIn or send your CV to careers@iyrix.com with the subject line:

"Chat & Technical Support Specialist – Application"

Pay: Rs70,000.00 - Rs100,000.00 per month

Application Question(s):

• When can you join?
• A customer messages you saying their emails are going to spam even though their domain is set up. Walk us through how you'd troubleshoot this — step by step.
• Describe a time you had a frustrated or impatient customer. What was the issue, how did you handle it, and what was the outcome?
• Record a 2–3 minute Loom explaining what SPF, DKIM, and DMARC are, as if you're explaining it to a non-technical customer who just bought a cold email inbox package.
• Shift timings are 6pm to 3am, is it okay for you?

Experience:

• Chat Support: 1 year (Required)

Work Location: In person