Customer Support Specialist

The Customer Support Specialist plays a crucial role in ensuring customer satisfaction and success by providing exceptional support for our POS and cashier software solutions. This position is designed to empower clients to fully utilize our products, troubleshoot issues, and foster strong relationships between customers and our company. By delivering timely, effective solutions and insightful guidance, the Customer Support Specialist contributes to enhancing the overall customer experience, driving retention, and supporting the growth of our business in the competitive SaaS market.

Key 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.
• Assist in onboarding new clients, providing training and support to ensure a smooth transition.
• 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.
• Participate in team meetings and contribute to continuous improvement initiatives.
  
  

Requirements And Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• 1+ years of experience in customer support, preferably in a SaaS environment.
• Strong understanding of POS systems and cashier software.
• Excellent communication skills in Arabic and English, both written and verbal.
• Problem-solving mindset with a customer-centric approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in using support ticketing systems and CRM software.
  
  

Compensation And Benefits

• Competitive monthly salary.
• Good health insurance.
• 21 working-days annual vacation.
• Free parking space in the basement.