Customer Success / Support Specialist

Position Overview:

We are seeking a motivated and customer-focused Customer Success / Support Specialist to join our Client Services team. The ideal candidate will have a strong technical foundation, excellent communication skills, and a passion for delivering outstanding customer experiences. This role involves managing client relationships, troubleshooting technical issues, and collaborating with internal teams across time zones to ensure customer satisfaction and long-term success.

Key Responsibilities:

• Serve as the primary point of contact for clients, addressing inquiries and resolving product or service-related issues promptly.
• Provide technical and functional support for a logistics and trucking software platform.
• Collaborate with cross-functional teamsincluding Product, Engineering, and Operationsto resolve client issues and enhance user experience.
• Conduct onboarding and training sessions for new clients to ensure smooth product adoption.
• Monitor customer accounts for proactive engagement and maintain a high level of client satisfaction.
• Document, track, and escalate recurring issues or enhancement requests to relevant departments.
• Maintain effective communication with clients across different time zones, ensuring timely updates and resolutions.
• Assist in creating customer support materials, FAQs, and process documentation to enhance service quality.
  
  
  

Qualifications & Skills:

• Bachelors degree in Computer Science, Information Technology, or a related field (preferred).
• Minimum 1 year of experience in customer service or technical support, ideally within a SaaS or logistics software environment.
• Strong English communication skills (both verbal and written).
• Prior experience working with international or overseas clients will be an advantage.
• Ability to work effectively in a hybrid or remote environment, collaborating with global teams.
• Excellent problem-solving ability and a customer-centric mindset.
• Familiarity with CRM or ticketing systems (e.g., Zendesk, HubSpot, Freshdesk) is a plus.
  
  
  

About Us:

TEKHQS is a global technology solutions provider headquartered in Lake Forest, California, with an offshore team of over 300 professionals based in Pakistan. We specialize in Web 2.0 (Web & Mobile App Development), Web 3.0 (Blockchain & Crypto Platform Development), AI/ML Solutions, and ERP services as a certified partner of SAP S/4HANA, Oracle NetSuite, and Microsoft Dynamics 365 Business Central.

Our expertise includes implementation, customization, integration, training, support, IT staff augmentation, and certified ERP consultancy, serving clients across diverse industries worldwide.