Product Support Specialist

  • Product management
  • Lahore, Pakistan

Product Support Specialist

Job description


Job Description:

Are you a problem solver and a fast learner? Would you enjoy working in a fast-paced, entrepreneurial environment? Do you want to be part of a diverse and driven team striving for excellence? If the answer is yes, then keep reading!

Who We Are:

Atheneum is a global platform revolutionizing market research and knowledge sharing across the business community. Our mission is to accelerate the decision making of our clients by connecting them to the world’s top professionals and industry leaders. We deliver interactions that generate intelligent insights and creative ideas ensuring our clients can drive their business forward efficiently.

Founded in 2010, Atheneum currently employs 500+ professionals in 11 global offices and is rapidly growing as one of the world’s leading global insight platforms to strategy consulting firms, investment houses and global corporations.

Our Opportunity:

We are seeking a forward-thinking, proactive Product Support Associate to join our rapidly growing, innovative Tech Team. We are actively looking for a candidate who can combine excellent technical skills with advanced soft skills such as communication and an ability to work effectively in a team.

Responsibilities:

  • As a part of the Product team, you would be required to manage busy customer support via ticketing mechanism (ideally Jira), and other support channels
  • Efficiently triage and report platform bugs and escalate urgent issues to the concerned Product & Tech Teams
  • Responsible for recreating problems in order to assess the issue
  • Responsible for testing and implementing solutions for issues identified
  • Responsible for training Global new hires on how to use our Platform effectively
  • Responsible for identifying where existing employees may need additional training
  • Updating and creating training materials of a 'Help Desk/ FAQs' nature

Profiles We Are Seeking:

Atheneum strongly believes in the power of diversity. We are seeking target driven team players with excellent emotional intelligence, problem solving and time management skills.

  • 1-2 years’ experience in Technical Front line support (Level1, Level 2)
  • Should thrive on day-to-day interactions with users, problem solving, and bringing their feedback into the tech team
  • Have a good technical understanding of software products, and be able to conduct initial investigations and troubleshoot complex situations
  • An interest in interfacing with/ supporting the Product Managers to process feature requests/ suggestions to drive the Product Innovation pipeline
  • Ideally has some experience with writing technical documentation
  • Ideally worked in small Product/Tech teams



Job requirements

Profiles We Are Seeking:

Atheneum strongly believes in the power of diversity. We are seeking target driven team players with excellent emotional intelligence, problem solving and time management skills.


  • Bachelors Degree with majors in IT/ Computer Sciences 
  • 1-2 years of experience in the relevant field
  • Goal oriented, driven, and highly motivated to succeed & take on challenges
  • Quick learner and critical thinker with key focus to add value to your clients
  • Strong communication skills
  • Excellent time management and prioritization skills


What We Offer:

  • Company sponsored team events
  • Health insurance
  • EOBI (Employee Old Age Benefit Insurance)
  • Provident Fund
  • Internal SWAP program
  • Training and mentorship program
  • Inflation Adjusted Compensation