Product Support Executive – Digital Platforms (Onsite, Karachi, PKR Salary)

Requirements

• 1–3 years of experience in product support, customer support, application support, service desk, or a related technology role, with a basic understanding of web and mobile applications, user accounts, authentication, and common application issues.
• Strong troubleshooting, analytical thinking, communication, and documentation skills, with experience using ticketing systems, support tools, or issue-tracking platforms.
• Ability to manage multiple requests, prioritize urgent issues, and maintain accurate records while working comfortably with cross-functional technical and non-technical teams.
• Strong customer-service mindset and professional written communication.
• Experience supporting OTT, streaming, SaaS, consumer digital, or high-volume online platforms.
• Familiarity with video playback, buffering, login, subscription, payment, device compatibility, or application update issues.
• Basic understanding of APIs, browser troubleshooting, mobile diagnostics, and network connectivity.
• Experience with tools such as Jira, Zendesk, Freshdesk, ServiceNow, or equivalent platforms.
• Exposure to incident management, knowledge management, and service reporting.
• A calm, empathetic, and solution-oriented approach to user support, with ownership of support requests from intake through closure or appropriate escalation.
• Clear, accurate, and timely communication with users and internal teams, along with strong attention to detail when capturing evidence and documenting issues.
• Proactive identification of recurring problems and opportunities to improve the user experience.
• Respect for privacy, security, and internal support processes.

Responsibilities

• Monitor incoming product support requests through approved support channels and ticketing systems.
• Understand, categorize, prioritize, and document reported issues, questions, and user feedback.
• Provide timely and clear responses to users regarding common product, account, access, playback, and application-related concerns.
• Perform initial troubleshooting using standard support procedures, knowledge articles, and diagnostic checks.
• Reproduce reported issues where possible and capture relevant steps, screenshots, logs, device details, and timestamps.
• Escalate technical issues to Engineering, QA, DevOps, or Product teams with complete and actionable information.
• Track incidents and support tickets through resolution, including follow-ups and user communication.
• Identify recurring issues and contribute to knowledge base articles, FAQs, troubleshooting guides, and support documentation.
• Support release validation by reporting user-impacting defects and verifying fixes when requested.
• Share recurring user feedback, service-impacting trends, and improvement opportunities with relevant teams.
• Follow defined response, escalation, data privacy, and information security procedures.