User Support Specialist

We are on the lookout for a User Support Specialist for our client in Karachi.

Job Type: Full-time, onsite

Shift Timings: 3 pm to 12 am

Location: Shahrah-e-Faisal, Karachi

Industry: AI / Fintech

Responsibilities:

· Respond to user queries promptly and professionally via email, chat, and phone

· Troubleshoot and resolve user issues — account access, app behavior, billing questions, and feature guidance

· Escalate technical bugs and edge cases to the engineering team with clear, reproducible descriptions

· Maintain and update help documentation, FAQs, and canned responses as the product evolves

· Track recurring issues and surface patterns to product and engineering to drive improvements

· Guide users through onboarding, feature adoption, and account setup

· Follow up on resolved issues to ensure user satisfaction and close the loop

Requirements:

· 1-2 years in a customer support, help desk, or user-facing role

· Excellent written communication — clear, concise, and professional tone in every interaction

· Strong verbal communication — able to articulate issues and solutions clearly

· Empathetic and patient — able to handle frustrated users with composure and care

· Detail-oriented — able to document issues clearly and follow through on resolutions

· Comfortable learning new software tools quickly and navigating technical products

· Organized and self-driven — able to manage multiple conversations and prioritize effectively

Interested candidates may apply.

Application Question(s):

• Are you willing to work onsite from 3 pm to 12 am ?

Education:

• Bachelor's (Preferred)

Experience:

• customer support or help desk: 1 year (Preferred)

Language:

• English fluently (Preferred)

Work Location: In person