Support & Tech Assistant

Support & Tech Assistant
Job Overview
We are looking for a detail-oriented and organized Support & Tech Assistant to help manage client support communication and assist the Tech Manager with day-to-day operational tasks. This role will act as a bridge between clients and the internal team by ensuring support requests are tracked, prioritized, assigned, and followed through to completion.
The ideal candidate should have strong communication skills, excellent organization, attention to detail, and the ability to manage multiple tasks across different projects. Experience with project management tools like Asana or similar platforms is preferred.

Key Responsibilities
Client Support Management

• Monitor and manage incoming support emails and client requests.
• Review support requests, understand client needs, and organize them into actionable tasks.
• Create and update support tickets with clear descriptions, priorities, and deadlines.
• Follow up on open support tickets to ensure timely completion.
• Communicate status updates to clients when needed.
• Identify urgent issues and escalate them to the appropriate team member.
• Maintain accurate records of client requests, updates, and resolutions.

Tech Team Assistance

• Support the Tech Manager with daily operational tasks and workflow management.
• Create tasks in project management tools based on team requirements and client requests.
• Organize and clean up project boards to ensure tasks are properly structured and updated.
• Review task statuses and follow up with team members on pending items.
• Help maintain project priorities and deadlines.
• Create daily and weekly priority lists for the technical team.
• Assist in tracking progress across website development, maintenance, and technical projects.
• Ensure important tasks are not missed or delayed.

Project & Task Coordination

• Help organize workflows between different teams.
• Make sure tasks have clear descriptions, requirements, attachments, and deadlines.
• Identify blockers and communicate them to the Tech Manager.
• Follow up with team members to collect updates and keep projects moving.
• Assist with maintaining internal documentation and processes.
• Help improve task management workflows and team organization.

Required Skills & Qualifications

• Strong written and verbal communication skills.
• Excellent organization and time management skills.
• Ability to manage multiple tasks and priorities.
• Strong attention to detail.
• Comfortable working with project management tools (Asana, Monday, Teams, etc.).
• Ability to communicate professionally with clients and internal teams.
• Problem-solving mindset with the ability to take ownership of tasks.
• Ability to follow processes while also identifying opportunities for improvement.

Preferred Qualifications

• Previous experience in customer support, project coordination, or operations.
• Experience working with website development or digital marketing teams.
• Basic understanding of websites, CMS platforms (WordPress preferred), hosting, domains, and website maintenance.
• Experience managing support tickets or helpdesk systems.
• Familiarity with agency workflows and client communication.

What Success Looks Like
A successful Support & Tech Assistant will:

• Ensure client support requests are organized and handled efficiently.
• Keep the Tech Manager informed about priorities, blockers, and deadlines.
• Help the technical team stay organized and focused.
• Reduce missed follow-ups and delayed tasks.
• Maintain clear communication between clients and internal teams.
• Improve overall support workflow and project visibility.

Working Style
We are looking for someone who is:

• Proactive and takes ownership.
• Comfortable managing multiple moving pieces.
• Detail-focused and organized.
• Reliable with follow-ups.
• Comfortable working independently while collaborating with a team.
• Interested in improving processes and workflows.

Work Location: Hybrid remote in Islamabad