Customer Support Specialist

Company Description:

TechSea is a rapidly growing SaaS-based IT and career services company with operations in Pakistan and the United States. We deliver exceptional solutions to customers and are seeking passionate individuals to join us as we expand. This position is based in our Valencia Town office, Lahore, with working hours from 5:00 PM to 2:00 AM PKT.

Position Overview:

We are looking for a Customer Support Specialist to serve as the primary point of contact for our customers. This role involves handling inquiries, resolving issues, processing orders, and ensuring smooth communication across teams to enhance customer satisfaction and retention.

Responsibilities:

• Handle customer inquiries, complaints, and escalations professionally via Zendesk, email, phone, and chat.
• Ensure timely and effective resolution of customer issues, maintaining high satisfaction levels.
• Monitor and respond to support tickets, ensuring prompt follow-up and resolution.
• Maintain high customer retention by addressing concerns and providing proactive solutions.
• Process Reverse Recruiting and Resume Writing orders, including: Sending welcome emails and onboarding customers. Manually creating orders in customer portals. Assigning tasks to the Reverse Recruiting and Resume Writing teams. Send welcome messages through portal chat to maintain consistent communication.
• Track unresponsive customers, following up via email and phone to encourage engagement.
• Manage dispute resolution by addressing refund cases, order issues, and customer complaints.
• Update and maintain the refund tracking sheet for accurate record-keeping.
• Collaborate with internal teams to resolve disputes efficiently and minimize refund requests.
• Prepare order summaries and case reports for the Customer Support Manager to review refund and dispute cases.
• Coordinate and resolve customer and department inquiries across Slack channels, ensuring smooth collaboration between teams.
• Work closely with the Reverse Recruiting and Resume Writing departments to ensure seamless operations.
• Monitor and update customer information accurately in ClickUp.
• Draft communication emails aimed at streamlining the Reverse Recruiting process and improving the overall customer experience.

Requirements:

• 2+ years of customer support experience with strong English communication skills (written and verbal), and proficiency in Slack, Zendesk, and ClickUp.

What We Offer:

• Competitive Salary: We value your expertise and ensure you are rewarded fairly.
• Health Coverage: Your health and well-being are a priority for us.
• Fuel Allowance: We provide support for your commute.
• Company-Provided Equipment: Receive all the necessary tools (laptop, internet, screens, etc.) to work efficiently.
• Collaborative Team Environment: Join a supportive and dynamic group of professionals.
• Career Growth: Opportunities for professional development and advancement.
• Generous Paid Time Off: Enjoy a healthy work-life balance with ample vacation time.
• Paid Maternity and Paternity Leave: We support your family’s important milestones.
• Cultural Exposure: Work with a diverse, multicultural team.
• US-Based Projects: Gain valuable experience working with US-based clients and companies.