Technical Support Specialist

Job Description

TechNova Solutions is hiring a Technical Support Specialist to join our fully remote customer support team serving SaaS clients across Europe and the Middle East. Working from home in Pakistan, you will diagnose and resolve product issues via live chat and email, reproduce bugs for the engineering team, and help customers get maximum value from our platform. Our customers range from small clinics to enterprise hospital groups, so you will develop deep product expertise while handling a genuinely varied caseload across chat and email.

We provide a home-office setup allowance, structured product training and clear KPIs so you always know where you stand. High performers regularly progress into senior support, QA or customer success roles within 12-18 months, making this an excellent launchpad for a global tech career. You will also participate in our weekly product feedback forum where support insights directly shape the roadmap, and receive funded ITIL 4 Foundation training within your first six months.

Responsibilities

Resolve customer technical issues via live chat, email and screen-share sessions
Reproduce reported bugs and file detailed tickets for engineering
Guide customers through product configuration and best practices
Maintain and improve internal knowledge-base articles
Meet response-time and customer-satisfaction KPIs
Escalate critical incidents following defined severity procedures

Requirements

1-2 years of technical support or customer service experience
Strong written English; ability to explain technical ideas simply
Basic understanding of web technologies (APIs, browsers, DNS)
Comfortable working night or rotating shifts covering EU/MEA hours
Self-disciplined with a reliable home internet connection
Familiarity with Zendesk, Intercom or similar support tooling

Skills

Technical Troubleshooting, Zendesk, Live Chat Support, APIs, DNS Basics, Knowledge Base, Customer Communication, Ticketing

Benefits

Fully remote role with home-office setup allowance
Eid bonuses and annual salary reviews
Paid training and international certification support
Health insurance coverage
Clear promotion path to senior support or customer success