Customer Support Representative

Customer Support Representative (CSR)
We are seeking a motivated and customer-focused individual to join our team as a Customer Support Representative. The successful candidate will be responsible for providing excellent customer service, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.
Role Responsibilities:

1. Knowing our products inside and out so that you can answer questions.
2. Handle incoming customer support requests.
3. Provide accurate, valid, and complete information to customers.
4. Maintain an up-to-date understanding of the company’s product/service.
5. Document recurring issues or suggestions.
6. Contribute to Product Knowledge base and Help Center: Provide feedback and updates based on common customer queries.
7. Write guided tutorials of a specific topic or feature in the product.
8. Create FAQs for the most needed points to the client.
9. Keeping records of customer interactions, transactions, comments, and complaints.
10. Evaluate the need to scale the business operations in multiple countries/territories from the support aspect.
11. Demo preparation, personalizing the templates for each customer.
12. Engage with 1st and 2nd tier of support to share knowledge and coordinate on how to work with each other and scale the academy course-related operations with them, as well as all academy courses based on the product's recent updates.

Requirements:

1. High Education degree in Information Systems or a similar field.
2. Required Languages Level: Arabic (C2), English (C1).
3. Problem-Solving, Communication & Handling Skills.
4. Technical Skills/ICT knowledge.
5. 1 year of experience working in technical/help desk support or customer success.
6. Flexible to work in different time shifts and days of the week.

Benefits:

• Competitive salary
• Health insurance
• Professional development opportunities
• Collaborative and inclusive work environment

Required Experience:

Unclear Seniority