JOB SUMMARY

We are looking for a proactive and customer-focused Level 1 (L1) Support Specialist to join our team. In this role, you will serve as the first point of contact for users of our gold trading platform, providing timely and professional assistance with common issues related to account access, transactions (credit card/bank transfers), order tracking, and general platform usage. Your work will directly contribute to user satisfaction and trust in our service.

REQUIRED SKILLS & QUALIFICATIONS:

• 1–2 years of experience in customer support, preferably in fintech, e-commerce, or digital platforms.
• Excellent verbal and written communication skills in English (Urdu/Arabic a plus).
• Familiarity with payment systems (e.g., credit card gateways, bank transfers) and KYC processes.
• Basic understanding of web platforms and ability to use support/ticketing tools (e.g., Freshdesk, Zendesk, etc.).
• Customer-first attitude with strong problem-solving skills.

• Respond to customer inquiries via email, chat, and phone within defined SLAs.
• Assist users with common issues such as login problems, payment confirmations, order status, KYC document submissions, etc.
• Record, triage, and escalate technical or complex issues to L2/L3 support or development teams.
• Guide users through basic troubleshooting steps.
• Monitor key support channels and system dashboards for potential issues.
• Maintain accurate logs and tickets of all support requests.
• Provide timely feedback to the product and QA teams regarding recurring issues or usability gaps.
• Follow company protocols for handling sensitive data (payments, KYC).