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

Pakistan·Karachimid

OtherProduct Support

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Quick Summary

Key Responsibilities

Monitor incoming product support requests through approved support channels and ticketing systems. Understand, categorize, prioritize, and document reported issues, questions, and user feedback.

Requirements Summary

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,

Technical Tools

OtherProduct Support

Requirements

~1 min read

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

~1 min read

→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.