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Website: joblogic.com
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Joblogic, the UK's leading Field Service Management software platform, is seeking a Product Support Specialist to join our Lahore office on a full-time basis. In this role, you'll provide technical and customer support to our global user base, helping field service professionals across HVAC, plumbing, electrical, and facilities management make the most of our platform. What This Role Involves As the frontline support resource for Joblogic's mobile and desktop applications, you'll diagnose and resolve customer challenges across multiple channels. This customer-facing role requires strong listening skills, the ability to understand complex technical problems from non-technical users, and deliver clear solutions. You'll collaborate with product and development teams to maintain exceptional customer satisfaction standards. Your Responsibilities Investigate, diagnose, and resolve customer-reported issues via telephone, email, and live chat channels Provide corrective or preventative guidance to help customers use platform features effectively Process and prioritise support requests using ticketing software, ensuring accurate data entry and timely updates Handle customer escalations professionally, adhering to service level agreements and company policies Communicate technical concepts in straightforward, accessible language to customers without technical backgrounds Work cross-functionally with product and engineering teams to streamline issue resolution and improve customer experience Stay current with platform updates and new features, incorporating them into customer training and guidance Monitor support metrics including response times, resolution rates, and customer satisfaction scores Support team members during peak periods and cover shifts as business needs require Requirements Minimum 2 years of hands-on experience in customer or technical support for software companies, with international project or campaign experience Demonstrated proficiency with helpdesk ticketing systems such as Zendesk, Salesforce, or similar platforms Experience using screen-sharing or remote access software (Zoom, AnyDesk, Microsoft Teams, LogMeIn, etc.) Familiarity with live chat or messaging platforms; Intercom experience is valued Strong track record of de-escalating conflicts and troubleshooting technical problems Ability to translate technical information into language that non-technical customers understand Fluent English communication, both written and spoken Proficiency with Microsoft Office applications Capability to maintain support quality metrics and work efficiently to agreed timescales Flexibility to work rotational shifts covering multiple time zones (GMT, Eastern, etc.) Excellent…
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