Customer Support Executive – Tier 1 (Shift 7pm‑4am)

About the role

As a Customer Support Executive (Tier 1 Technician) you will be the first point of contact for RepairDesk users, delivering assistance through live chat, phone calls and email. You will diagnose basic technical issues, provide remote training, and ensure a smooth experience for customers using the repair shop management software.

Key responsibilities

• Respond to customer inquiries via chat, phone and email, maintaining a high level of satisfaction.
• Diagnose and resolve basic technical problems; escalate complex cases to higher support levels.
• Track tickets and manage issues using JIRA and the ZOHO platform.
• Deliver remote software training and follow‑up to ensure proper usage.
• Document customer complaints compassionately and communicate resolutions promptly.
• Research, follow up on issues, and relay customer feedback to the development team.
• Maintain up‑to‑date knowledge of RepairDesk products and company procedures.

Required profile

• 2‑3 years of experience in client communication or call‑center environments.
• Excellent written and verbal English skills.
• Proven experience handling live chat, email and phone support.
• Familiarity with standard office software and web‑based tools (MS Office, TeamViewer, RingCentral, Dropbox, Google Drive).
• Preference for candidates with an IT/technical background, ERP knowledge or SaaS experience.
• Willingness to work the 7 pm – 4 am Pakistan shift, Monday‑Friday onsite.

Required skills

• JIRA
• ZOHO
• Microsoft Office
• TeamViewer
• RingCentral (or similar call‑center solution)
• Dropbox
• Google Drive
• Live chat platforms
• Email and telephone support tools

What we offer

• Health Insurance (IPD) for self, spouse and children
• Maternity & Paternity benefits
• Provident Fund
• Paid leaves (casual, medical, annual)
• Profit/stock sharing plan for tenured employees