Customer Success & Technical Support Specialist
Posted
About us:
Truck It In is a B2B digital road-freight marketplace in Pakistan. We move full truckloads, mostly on flatbeds, for cement, fertilizer, FMCG and agri shippers, with our deepest networks in Multan, Sadiqabad, Lahore, Faisalabad and Sargodha. The group also runs OpenPort (enterprise transport-management and FBR-integrated invoicing software), Shipline (last-mile delivery) and a US truck-dispatch service, and has raised more than USD 17.5 million in venture capital.
About the Role
We are seeking a sharp, proactive Customer Success & Technical Support Specialist to serve as the primary Single Point of Contact (POC) for our onboarded corporate clients.
In this role, you will manage post-go-live operations - ensuring continuous API uptime, resolving payload transmission errors, and guiding finance/accounting teams through FBR’s regulatory workflows. You will sit at the intersection of client relations, tax compliance software, and middleware engineering.
What You Will Do
- Primary Account Liaison: Serve as the core technical POC for 450+ live B2B clients, managing inbound inquiries via a ticketing system, phone, and corporate messaging channels with high responsiveness.
- API & Payload Troubleshooting: Diagnose real-time invoice rejection errors, HTTP API status codes, bad JSON payloads, HS Code validation failures, and STGO rule mismatches.
- FBR / PRAL Operational Support: Identify whether a transmission fault originates from the client's internal ERP (SAP, Oracle, Dynamics, local software), OpenPort's integration layer, or PRAL/FBR gateway downtime.
- Regulatory Adjustments: Guide client accounting teams through FBR’s 72-hour window for invoice cancellations, digital debit/credit notes, and record rectifications.
- Incident Tracking & Log Analysis: Monitor transaction queues using system logs, basic SQL queries, and CRM tools to catch systemic errors before they impact client operations.
- Cross-Functional Collaboration: Partner with core Software Engineering and Product teams to escalate recurring system bugs, patch integration bottlenecks, and deliver feedback for product improvements.
- Coordination with PRAL: Serve as the direct liaison with PRAL to track, escalate and resolve gateway side (PRAL) bugs and glitches and providing transparent resolution updates to affected clients. Keep an eye on FBR side updates that are relevant to Invoicing clients and their operations.
What We Are Looking For
- Bachelor’s degree in Computer Science, IT, Software Engineering, or a related discipline, with up to 2 years of experience in technical support, application helpdesk, or software operations.
- Fundamental understanding of APIs, JSON payloads, and HTTP status codes (ability to inspect payload logs or use tools like Postman).
- Basic knowledge of database queries (Basic SQL) to pull transmission records and isolate errors.
- Familiarity with ERP workflows, B2B invoicing, or sales tax concepts (NTN, STRN) is a major advantage.
- Proficiency with ticketing systems, CRM tools, and Microsoft Office / Excel (for data mapping and reporting).
- Exceptional verbal and written communication skills in Urdu and English. Ability to simplify complex technical/tax rules for corporate teams while remaining composed under pressure
What does success look like to you:
- Effective client onboarding and timely query resolution.
- Maintaining positive customer feedback and reviews.
- Accurate issue identification, debugging, and resolution.
- Timely ticket closure within defined SLAs.
How We Will Support You:
Truck It In fosters a positive and dynamic environment for personal and professional development, allowing motivated individuals to have a meaningful impact on the business. Fast-track progression toward Tier-2 Tech Support Lead. Direct hands-on experience in one of the fastest-growing sectors in Pakistan: Tax-Tech, Enterprise Middleware, and Supply Chain Digitization. We offer a competitive compensation package and are committed to providing equal employment opportunities.