Customer Support Specialist
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).