Technical Support Specialist (Zendesk, Android Devices)

About the role

A client of Recruit AI is hiring a Technical Support Specialist in Lahore to provide customer support for its hardware devices and mobile applications. The specialist assists customers via Zendesk tickets, phone and email, resolving technical issues and ensuring a smooth user experience.

Key responsibilities

• Respond to customer inquiries via Zendesk, RingCentral (phone) and email in a timely and professional manner.
• Troubleshoot and resolve issues with Athan clocks, speakers, app functionality and Wi-Fi/network connectivity.
• Guide customers step by step through device installation, configuration and troubleshooting.
• Create, manage and resolve support tickets while keeping accurate records of every interaction.
• Diagnose network issues such as routers, DHCP, IP addressing and DNS, using logs and systematic testing.
• Escalate complex issues to engineering with clear documentation.
• Help maintain and improve internal support documentation and the knowledge base.

Required profile

• 23 years of experience in technical support, help desk or customer service roles.
• Strong hands-on experience supporting Android OS devices, tablets and Wi-Fi/network troubleshooting.
• Solid understanding of networking fundamentals: Wi-Fi configuration, routers, DHCP, IP addressing and DNS.
• Excellent spoken and written English and Arabic, able to explain technical concepts to non-technical users in both languages.
• Experience supporting international customers (USA, UK, Canada, Australia).

Required skills

• Zendesk, RingCentral, TeamViewer or similar ticketing/CRM systems (preferred)
• Independent diagnosis and efficient resolution of technical problems
• Analytical, problem-solving and organizational skills