Customer Support Specialist
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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).
Requirements
- •Bachelor's degree or equivalent experience
- •1+ year experience in a support role
- •Experience in B2B software or FinTech industry preferred
- •Strong technical aptitude
- •Strong problem-solving skills
- •Excellent verbal and written English communication skills
Nice to Have
- •Arabic language skills
Responsibilities
- •Respond to customer inquiries via phone, email, chat
- •Diagnose and resolve support issues related to SiFi's platform
- •Provide guidance on product features and troubleshooting
- •Document customer interactions and solutions in knowledge base/CRM
- •Escalate complex issues to engineering or product teams
- •Follow up with customers to ensure resolution and satisfaction
- •Stay updated with product updates and technical specifications
- •Maintain professional demeanor and provide excellent customer service
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