Software Support Executive

Position Title: Software Support Executive

Location: Tariq Road, Karachi

Timings: 10 AM – 7 PM || Monday to Friday (Alternate Saturdays)

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 1–3 years of experience in a software support OR customer-facing IT role.
• Strong understanding of software applications, SaaS platforms, and web-based technologies.
• Proficiency in using helpdesk/CRM tools such as Zendesk, Freshdesk, Jira Service Management, or similar.
• Excellent verbal and written communication skills in English.
• Strong analytical and problem-solving skills with a methodical approach to troubleshooting.
• Ability to manage multiple open cases simultaneously and prioritize effectively under pressure.
• High degree of empathy and a client-first mindset.

Preferred Qualifications

• Experience working in a B2B software or tech startup environment.
• Familiarity with APIs, basic SQL queries, or log analysis for advanced troubleshooting.
• Knowledge of ITIL framework or support process best practices.
• Experience with remote desktop tools and screen-sharing software.
• Multilingual communication skills are a plus.

Key Responsibilities

• Respond to client queries via email, phone, and chat in a professional and timely manner, meeting defined SLA targets.
• Diagnose, troubleshoot, and resolve software issues reported by clients, escalating complex cases to the technical or development team where necessary.
• Guide clients through product features, configurations, and best practices to maximize the value of solutions.
• Log, track, and manage support tickets through the CRM/helpdesk system, maintaining accurate records of all interactions and resolutions.
• Collaborate with the product and engineering teams to communicate recurring client issues and contribute to product improvement.
• Conduct client onboarding sessions and software walkthroughs for new users.
• Create and maintain knowledge base articles, FAQs, and support documentation.
• Monitor client accounts proactively to identify potential issues before they impact the client experience.
• Gather client feedback and relay insights to the product and account management teams.
• Meet individual and team performance KPIs including customer satisfaction scores, first-contact resolution rate, and response times.

Pay: Rs100,000.00 - Rs125,000.00 per month

Work Location: In person