Customer Support Specialist

About SiFi:

SiFi is a corporate expense management platform designed to empower /accounting teams with seamless control over corporate spending. Our platform allows companies to issue cards with specific spending restrictions, ensuring that funds are used efficiently and only for approved expenses.

About the role:

The Customer Support Specialist provides technical and product-related assistance to SiFi's customers, resolving issues and ensuring they can effectively use the company's products and services. This role requires strong technical aptitude, problem-solving skills, and excellent communication abilities.

Key Responsibilities:

● Respond to customer inquiries regarding issues and product functionality via various channels (phone, email, chat).

● Diagnose and resolve support issues related to SiFi's platform and services.

● Provide step-by-step guidance to customers on using product features and troubleshooting common issues.

● Document all customer interactions and technical solutions accurately in the support knowledge base and CRM system.

● Escalate complex technical issues to the engineering or product teams as needed.

● Follow up with customers to ensure their technical issues have been resolved and they are satisfied.

● Stay up-to-date with SiFi's product updates and technical specifications.

● Provide excellent customer service and maintain a professional demeanor.

Requirements

●Bachelor's degree or equivalent experience.

● Proven experience (1+ year) in a support role, preferably in the B2B software or FinTech industry.

● Strong technical aptitude and problem-solving skills.

● Excellent verbal and written communication skills in English and Arabic (preferred).