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.
• Collaborate with various departments identify patterns in support requests and contribute to the development of knowledge base articles and FAQs.
  
  

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.
• 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.
  
  

Compensation And Benefits

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