Technical Support Specialist (IT Support Specialist)

Pavago is an offshore recruitment company that helps businesses build remote teams by connecting them with top talent from around the globe. It provides an all-in-one service that includes talent acquisition, hiring, onboarding, payroll management, and compliance assurance.

Pavago

Employee count: 11-50

Pakistan only

Job Title: Tech Support Specialist

Position Type: Full-Time, Remote

Working Hours: U.S. client business hours (with flexibility for shifts, weekends, or on-call rotation depending on SLA requirements)

About the Role:

Our client is seeking a Tech Support Specialist to provide timely, effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The Tech Support Specialist ensures customers feel supported and that technical issues are resolved quickly, accurately, and professionally.

Responsibilities:

Customer Support & Troubleshooting:

Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
Provide step-by-step guidance to customers in non-technical language.

Issue Escalation:

Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
Document troubleshooting steps before handoff to minimize duplication of work.

System Administration (Basic):

Perform account provisioning, access permissions, and system resets.
Support onboarding/offboarding processes for internal users.

Documentation & Knowledge Base:

Create and update internal support documentation and FAQs.
Document recurring issues and solutions to improve resolution speed.

Monitoring & Alerts:

Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
Report trends and recurring problems to leadership for root cause analysis.

Collaboration:

Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.
Share customer insights to improve product functionality.

What Makes You a Perfect Fit:

Clear, empathetic communicator with strong problem-solving skills.
Comfortable working across multiple systems and tools simultaneously.
Calm and professional under pressure, especially with frustrated customers.
Detail-oriented with strong documentation habits.

Required Experience & Skills (Minimum):

1–2 years technical support, IT helpdesk, or customer-facing troubleshooting.
Experience with ticketing systems (Zendesk, Jira, ServiceNow).
Familiarity with SaaS applications, networking basics, or operating systems (Windows, macOS, Linux).
Strong written and verbal English skills.

Ideal Experience & Skills:

CompTIA A+, Network+, or equivalent certifications.
Experience supporting APIs, integrations, or SaaS platforms.
Exposure to monitoring tools (Datadog, Splunk, New Relic).
Industry experience in SaaS, IT services, or hardware support.

What Does a Typical Day Look Like?

A Tech Support Specialist’s day revolves around resolving technical issues and ensuring customers remain productive. You will:

Start by checking ticket queues, prioritizing urgent SLA-bound issues.
Respond to support tickets and calls, troubleshooting step by step and documenting your process.
Escalate complex issues to Tier 2/3 support, ensuring detailed notes are logged.
Update FAQs and knowledge base articles as recurring issues are identified.
Collaborate with product and engineering teams to flag bugs or provide feedback.
Wrap up by reviewing metrics (ticket resolution times, backlog) and planning improvements.

In essence: you are the first line of defense for technical problems, ensuring issues are resolved efficiently while keeping customers confident and informed.

Key Metrics for Success (KPIs):

First Response Time (FRT) within SLA.
Average Resolution Time (ART) reduced over time.
First Contact Resolution (FCR) rate ≥ 70–80%.
CSAT score ≥ 90%.
Knowledge base updated regularly with recurring solutions.

Interview Process:

Initial Phone Screen
Video Interview with Pavago Recruiter
Practical Task (e.g., resolve 2–3 simulated support tickets or walk through a troubleshooting case)
Client Interview with Support/Engineering Leadership
Offer & Background Verification

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About the job

Apply before

Dec 16, 2025

Posted on

Oct 17, 2025

Job type

Full Time

Experience level

Entry-level

Location requirements

Pakistan

Hiring timezones

Pakistan +/- 0 hours

About Pavago

Learn more about Pavago and their company culture.

View company profile

The story of Pavago begins with a common entrepreneurial frustration. Its founders, Parker Cox and Ahmed Raza Ali, were running their own businesses and, like many others, found themselves grappling with the high costs and often underwhelming results of their digital marketing efforts. Determined to find a more efficient path to growth, they turned their sights to the global talent market. This decision to look offshore proved to be a pivotal moment. Within just three months of making their first offshore hire, they witnessed a remarkable 40% reduction in their Customer Acquisition Cost (CAC). This initial success was just the beginning of a transformative journey.

Encouraged by these results, they continued to build their offshore team, and within six months, they had expanded to seven team members. This strategic move not only drove down their operational labor costs by 22% but also led to significant increases across all their critical Key Performance Indicators (KPIs). As they shared their success story with fellow business owners, they discovered a widespread need for what they had built. A waitlist of entrepreneurs quickly formed, all asking the same question: 'Can you help us scale our team the same way?' This overwhelming demand was the spark that ignited Pavago. The founders realized they had a key to unlock a competitive advantage for small and medium-sized businesses – democratizing access to incredible offshore talent. Today, Pavago stands as a comprehensive, all-in-one service partner for businesses looking to scale efficiently. They handle the entire process, from talent acquisition and onboarding to payroll management and compliance, allowing entrepreneurs to focus on growth while leveraging a global team of top-tier professionals.