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Open nowFirst seen 5 days ago

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

HR POD - Hiring Talent Globally47 open roles

Where
Karachi, Pakistan
Work mode
On site
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Your applicationOpen nowProduct Support Executive – Digital Platforms (Onsite, Karachi, PKR Salary)HR POD - Hiring Talent Globally · Karachi, Pakistan

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on HR POD - Hiring Talent Globally's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. HR POD - Hiring Talent Globally postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: first seen 5 days ago

HR POD - Hiring Talent Globally median: 1 days open

The posting

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.
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