Technical Support Specialist

Technical Support Specialist - Abacus Outsourcing | Career Page

Technical Support Specialist

GE-LLC

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Job Openings Technical Support Specialist

About the job Technical Support Specialist

Job Description Overview

Position

Technical Support Specialist

Industry

IT

Location

Lahore (Onsite)

Shifts

US shift timings (5 Days a Week)

Employment Type

Full-time

Salary

Market Competitive with benefits

Job description

The Support Specialist will act as a first-level responder and trusted guide for the clients AI customers,helpingthemonboard,interpretdetectionresults,andtroubleshootingissues.Thisrole iscriticalforclientsatisfaction,productadoption,andensuringthatthe clients deep fake detection output is actionable, comprehensible, and integrated into customer workflows.

Core Responsibilities

Client Onboarding

Walk enterprise customers through the clients platform, API integration (for detection), and dashboard UI (if applicable). Provide best-practice recommendationsforhowtofeedmediaintooursystemsecurely,howtointerpret detection confidence scores, and how to act on results

Ticket Handling/Trouble shooting

Address client-reported issuese.g.,my video result is wrong, latency is high, I dont understand this confidence score by diagnosing, replicating, and escalating appropriately

Issue Replication & Escalation

Reproduce client problems in a sandbox or test environmentwhenpossible;escalatetotheengineeringordatascienceteamwhenroot causes are complex

Logs&Reporting

Maintainpreciselogsofclientinteractions,stepstaken,outcomes, and diagnostic data

KnowledgeBaseDevelopment

Buildandmaintainuser-facingdocumentation

FAQs, setup guides, integration docs, and sample workflows

Feedback Loop

Provide systematic feedback from support into QA and product teamshighlightrecurringclientpainpoints,detectionmisalignments,andusability issues

Regular Check-ins

Perform routine system health checks (or coordinate with operations),pre-emptivelyflagpotentialanomalies,andproactivelycommunicatewith clients about system status or performance

Key Deliverables

Timely, professional responses to support tickets

Diagnostic summaries and resolution documentation

Onboarding guides and user documentation

Monthly or quarterly support analytics(e.g., volume by issue type ,resolution times, recurring problem areas)

Customer satisfaction feedback reports/client health check-ins

Ideal Traits & Skills Technical Support Specialist Technical Competencies:

Strong technical literacy comfortable understanding AI model outputs(e.g., detection confidence, false positives), API logs, and media formats

Experience in SaaS support or help desk environments (Zendesk, Jira, Fresh desk, etc.)

Capabilitytofollowstructureddiagnosticstepsandreconstructissuesusinglimitedclient information

Behavioral & Cognitive Traits

Excellentwrittenandverbalcommunication.Cantranslatetechnicaldetectionsinto clear, actionable advice for non-technical stakeholders

Empathy+patienceespeciallygiventhatclientsmaybealarmedaboutdeepfake risks and want reassurance and clarity

Proactiveproblem-solvingdoesn'tjustcloseticketsbutseeksrootcauses,trends, and latent issues

Organizational skills able to manage multiple open cases, follow up, track resolutions, and escalate properly

Professional Attributes

Customer-firstmentality,withahighsenseofownershipoverclientsatisfaction

Integrity and discretion dealing with potentially sensitive detection reports means maintaining confidentiality and trust

Reliability and consistency follow-through on escalations, and ensure issues are not dropped

Alignment with the clients mission believing in the importance of trust in the digital age and wanting to support a world where synthetic media risk is mitigated

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