Product Support Engineer

Job description

US Mobile is hiring a Product Support Engineer for its Product Experience team in Lahore. The role sits on the frontline of the customer experience and involves troubleshooting common and unusual issues, guiding customers through activation experiences, gathering direct user feedback, and developing practical solutions to difficult problems. The position provides customer support through chat, phone, or email and works closely with teams across the company.

Responsibilities

• Act as a bridge between customers and internal departments to support a consistent customer experience.
• Help define, shape, and implement customer-experience practices across customer interactions.
• Collaborate with cross-functional teams to improve processes, products, and technology.
• Analyze customer feedback and data to identify pain points and improvement opportunities.
• Monitor customer interactions to support a human-centered approach and company brand values.
• Continuously improve the customer experience based on insights, feedback, and observed issues.
• Provide direct customer support through chat, phone, or email and make practical decisions to resolve issues.

Requirements

• Bachelor's degree in a relevant field.
• IELTS and A-Levels are listed in the official requirements.
• Strong written and verbal communication skills.
• Demonstrated empathy and a customer-centric mindset.
• Ability to work effectively within a team and across departments.
• Proactive attitude with a strong willingness to learn and adapt.

Skills

• Customer Support
• Product Support
• Technical Troubleshooting
• Customer Experience
• Written Communication
• Verbal Communication
• Customer-Centric Thinking
• Empathy
• Cross-functional Collaboration
• Problem Solving
• Customer Feedback Analysis
• Data Analysis
• Process Improvement
• Adaptability
• Teamwork