Customer Support Engineer

Our client Touchpoint Private Limited is seeking a Customer Support Engineer in a permanent, onsite position! This is an excellent opportunity to leverage your technical expertise and problem-solving skills to provide exceptional support to our valued customers across multiple locations in Pakistan. If you are passionate about technology and thrive in a customer-centric environment, we encourage you to apply.

Key Responsibilities

• Diagnose and resolve complex technical issues reported by customers, ensuring timely and effective solutions.
• Provide clear and concise technical guidance and support through various communication channels (phone, email, chat).
• Collaborate with internal engineering and development teams to escalate and resolve product bugs or technical challenges.
• Assist customers with API integration, troubleshooting connectivity issues, and understanding product functionalities.
• Proactively identify trends in customer issues and provide feedback for product improvement and service enhancement.

Required Qualifications

Experience & Education

• Minimum of 1 year of professional experience in a technical support or customer-facing engineering role.
• Diploma in Engineering, bachelor's in engineering technology, or Bachelor of Technology (B.Tech).

Skills & Languages

• Proven ability in troubleshooting hardware and software issues.
• Strong problem-solving and analytical skills.
• Excellent customer service orientation with a focus on empathy and active listening.
• Proficiency in using ticketing systems and CRM software.
• Familiarity with API integration concepts.
• Basic understanding of SQL and JavaScript.
• Experience with Linux operating systems.
• Solid grasp of networking principles.
• Fluency in both English and Urdu is essential for effective communication.

Preferred Qualifications

• Experience with advanced troubleshooting techniques in complex environments.
• Familiarity with cloud-based platforms or SaaS products.
• Additional technical certifications relevant to the role.

What We Offer

• Permanent, full-time employment.
• Competitive compensation package commensurate with experience.
• Comprehensive benefits including Health Insurance and Life Insurance.
• Opportunities for professional growth and development.
• Flexible Hours and a supportive work environment.
• Commuter Benefits to ease your daily commute.
• Performance-based Bonuses and an Annual Bonus.
• Access to Wellness Programs to support your well-being.
• Phone Allowance to stay connected.
• This is an Onsite role with various locations available: Karachi, Jhelum, Sargodha, Samundri, Faisalabad, Pakistan.