Customer Support Specialist

Responsibilities:

• Respond to customer inquiries via phone, email, and chat, providing timely and effective solutions.
• Troubleshoot and resolve software issues, escalating complex problems to the technical team as needed.
• Educate customers on product features and best practices to enhance their experience and efficiency.
• Document customer interactions and feedback in our support ticketing system for future reference and improvements.
• Collaborate with product and engineering teams to relay customer feedback and contribute to product development.
• Stay updated on product features, industry trends, and best practices to provide informed support.
• Collaborate with various departments identify patterns in support requests and contribute to the development of knowledge base articles and FAQs.

Key Requirements:

• Excellent communication skills in Arabic and English, both written and verbal.
• Strong problem-solving skills to identify issues, analyze root causes, and provide effective solutions.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to navigate customer databases, ticketing systems, and knowledge bases to provide accurate information.
• Demonstrated ability to adapt to changing priorities, procedures, and customer needs in a fast-paced environment.
• Proven capability to multitask effectively by managing multiple customer inquiries simultaneously.
• Ability to input data quickly and accurately while maintaining focus on customer interactions.

Preferred Qualifications:

• Bachelor’s degree in a relevant field or equivalent experience.
• 1+ years of experience in customer support, preferably in a SaaS environment.