Customer Success & Technical Support Specialist

About the role

Truck It In is looking for a proactive Customer Success & Technical Support Specialist to act as the single point of contact for its 450+ corporate clients, ensuring smooth post‑go‑live operations of its tax‑tech platform.

Key responsibilities

• Serve as the primary technical liaison for B2B clients, handling inquiries via ticketing system, phone and corporate messaging.
• Troubleshoot API and payload errors, including HTTP status codes, JSON validation and HS‑Code mismatches.
• Identify the source of transmission faults across client ERP systems, OpenPort integration layer or PRAL/FBR gateway.
• Guide finance teams through FBR regulatory workflows such as invoice cancellations and digital debit/credit notes.
• Monitor transaction queues, run basic SQL queries and use CRM tools to track incidents and prevent systemic issues.
• Collaborate with engineering, product and PRAL teams to escalate bugs and improve the integration platform.

Required profile

• Bachelor’s degree in Computer Science, IT or related field.
• Up to 2 years experience in technical support, helpdesk or software operations.
• Strong verbal and written communication in Urdu and English.

Required skills

• Understanding of APIs, JSON payloads and HTTP status codes.
• Experience with Postman or similar API testing tools.
• Basic SQL querying for data extraction.
• Familiarity with ticketing systems and CRM tools.
• Proficiency in Microsoft Excel for data mapping and reporting.