We’re looking for a Customer Support Officer to join our growing team and provide exceptional assistance across multiple products. In this role, you’ll act as the frontline of communication, helping customers resolve issues, guiding them through features, and collaborating with product teams to continuously improve the user experience.
If you’re a proactive problem-solver who thrives in a fast-paced environment and loves learning about new products, we’d love to hear from you!
Key Responsibilities:
- Customer Support: Handle and resolve customer inquiries across various channels (email, chat, phone) for multiple products.
- Issue Management: Track, prioritize, and escalate technical issues to the appropriate product teams.
- Product Knowledge: Develop in-depth knowledge of all supported products to provide accurate, high-quality assistance.
- Documentation & Training: Create and maintain product FAQs, troubleshooting guides, and internal knowledge bases.
- Collaboration: Work closely with product managers, technical teams to relay customer feedback and contribute to product improvements.
- Reporting & Insights: Monitor support trends, gather feedback, and suggest optimizations to enhance the customer experience.
Requirements:
- Experience: 1-3 years in a customer support or technical support role, ideally for SaaS or multi-product environments.
- Communication: Excellent written and verbal communication skills in Arabic, English is a plus.
- business-Savvy: Comfortable learning new products and troubleshooting issues.
- Organization & Prioritization: Ability to manage multiple tasks and products without losing track of details.
- Customer-First Mindset: Empathetic, patient, and dedicated to delivering outstanding service.
- Tools: Experience with support platforms like manage engine, devOps, Odoo, or similar.
