Customer Support Specialist
New
A
AlbiwareB2B SaaS
Karachi, Sindh, Pakistan, 12:00 PM – 9:00 PM CST (11:00 PM – 8:00 AM PKT / 10:00 PM – 7:00 AM PKT)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- SQLJiraConfluenceSaaSHubSpotQuickBooksTechnical supportCustomer support
Requirements
- 2+ years of professional experience in customer service, technical support, or a related customer-facing role.
- Associates Degree or higher.
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Demonstrated ability to learn new software platforms and workflows quickly.
- Customer-focused mindset with a commitment to professional, empathetic communication.
- Ability to work night shifts: 12:00 PM – 9:00 PM CST (11:00 PM – 8:00 AM PKT or 10:00 PM – 7:00 AM PKT).
Responsibilities
- Respond to inbound customer inquiries via Hubspot (chat and email) with clear, accurate, and professional communication.
- Diagnose product and account issues; reproduce reported problems and identify root cause.
- Document confirmed bugs in Jira with reproduction steps, screenshots, and customer impact details.
- Verify engineering fixes in QA prior to release and conduct regression testing.
- Author and maintain customer-facing Help Desk articles in HubSpot and internal SOPs in Confluence.
- Partner with Product, Engineering, Customer Success, and Billing on customer escalations and feature rollouts.
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