Technical Support Specialist

The Division:

Volanté Systems was founded in 2004 by a group of University of Waterloo Computer Science graduates. What began as a three-person basement project has developed into an industry-leading POS system with a team of over 100 employees in its Toronto, Ontario-based office. From the beginning, Volanté’s point of sale software has evolved based on customer requests and requirements, and has continuously demonstrated its ability to be flexible, scalable, and reliable in the most rigorous and unpredictable environments across a diverse range of venues.

Division Link: https://www.volantesystems.com/

The Position:

We are seeking an enthusiastic, career-oriented Technical Support Specialist with a passion for providing excellent service. The ideal candidate will have exceptional communication skills, a strong technical background, and a customer-first mindset. This role involves troubleshooting and resolving technical issues for clients using our Volante System, as well as supporting a variety of other offerings. You will collaborate across teams and departments to ensure seamless service delivery and client satisfaction. The position will be based at our Karachi office, and you will work closely with clients and internal teams to provide superior service in a fast-paced, service-driven environment.

The Technical Support Specialist is the first point of contact for customers seeking assistance with technical issues. This role focuses on providing timely, accurate, and courteous support by troubleshooting basic to moderately complex problems, guiding users through solutions, and escalating unresolved issues to Tier 2 when necessary. The specialist plays a vital role in maintaining customer satisfaction and ensuring smooth day-to-day support operations.

Key Responsibilities:

• Serve as the initial responder to customer inquiries via phone, email, or chat, providing frontline technical support.

• Troubleshoot product or system issues, including configuration errors, access problems, and common application faults.

• Gather and document detailed information from customers to understand the problem and ensure accurate ticket categorization.

• Provide step-by-step guidance, basic product education, and issue resolution in a professional and customer-centric manner.

• Escalate complex or unresolved cases to Tier 2 support, ensuring all relevant information is clearly documented.

• Monitor open cases and follow up with customers to ensure timely resolution and satisfaction.

• Maintain SLA commitments for response and resolution times, contributing to service level goals.

• Participate in training sessions to stay updated on product changes, support processes, and tools.

• Adhere to company support policies and maintain high-quality communication in every interaction.

Skills & Qualifications:

• 3+ years of experience in SaaS technical support or a similar customer-facing technical role.
• Bachelor’s degree in IT, or related field.

• Exceptional communication skills in English

• Familiarity with support ticketing systems (e.g., Zendesk, Zoho, Freshdesk).

• Basic understanding of databases (e.g., SQL queries, relational data concepts).

• Comfortable navigating Linux environments and using command-line tools.

• Strong troubleshooting and problem-solving skills for technical and customer issues.

• Excellent verbal and written communication skills with a customer-first mindset.

• Ability to document issues clearly and follow established escalation procedures.

• Quick learner with the ability to adapt to changing products and technologies.

• Team-oriented with a strong sense of accountability and ownership.

• Available to work on After hours Rotating Schedule, public holidays

Good To Have (Bonus):

• Exposure to APIs, scripting, or monitoring/logging tools.

What You’ll Bring:

• A strong passion for customer service and technical problem-solving.

• Excellent communication skills to explain complex technical issues clearly.

• The ability to work in a collaborative, fast-paced, and service-driven environment.

• A professional demeanor with the ability to maintain confidentiality and handle sensitive information.

Workshift (Job Timings):

• Shift Hours: 9 AM to 5 PM Eastern Standard Time (6 PM to 3 AM Pakistan Standard Time)

• Weekend After Hours Support: Must be willing to work on weekends

• After Hours Support: Must be willing to provide support outside standard business hours as needed Monday – Friday – on call basis - 9 PM to 8 AM Eastern Standard Time (6 AM to 5 PM Pakistan Standard Time)