International Helpdesk Support Specialist

About the role

We are seeking an International Helpdesk Support Specialist to join our IT department in Lahore. This full‑time onsite position works US time‑zone hours (6 pm – 3 am, Monday‑Friday) and focuses on delivering exceptional service to merchants using our payment terminals and POS systems.

Key responsibilities

• Respond promptly to customer inquiries, ensuring a positive experience.
• Manage merchant processes to maintain transaction accuracy and security.
• Update pricing and product information for sales and operations teams.
• Collaborate with sales and onboarding teams to integrate new merchants.
• Identify and troubleshoot technical issues with payment terminals and POS systems.
• Document, track, and resolve tickets using CRM and ticketing platforms.
• Prioritize daily tasks in line with department goals.
• Communicate clearly in written and verbal English for an international user base.
• Ensure compliance with company policies and financial regulations.
• Provide feedback to IT and operations leadership to improve support processes.

Required profile

• Minimum five years of customer support experience in financial or merchant services.
• Strong communication and interpersonal skills.
• Problem‑solving ability and efficient task prioritisation.
• Fluent English (written and spoken).
• Ability to work night‑shift US hours.

Required skills

• CRM systems
• Ticketing systems
• Payment terminal technology
• POS system technology