Full time

Experthubrobotics; Dubai; Presencial; AED 78 000 - 134 000; Tempo integral

Resumo da oferta

Experthubrobotics is seeking a dedicated IT support specialist to provide customer support for technology products via chat and phone, with strong English for global conversations. You will manage tickets in Freshdesk and Zoho, configure AI Agent automation, and maintain clear documentation to improve response efficiency.

You will track issues, ensure SLA adherence, and contribute to knowledge bases while feeding product feedback to engineering.

Qualificações

• Experience with Freshdesk including AI Agent, automations, and workflow configuration.
• Experience with Zoho Desk/CRM or support modules.
• Experience supporting technology products (software, hardware, SaaS).
• Strong written and spoken English.
• Experience writing support documentation and FAQs.
• Understanding of ticket management, SLA, escalations, and support workflows.

Responsabilidades

• Provide customer support for technology products via chat and phone with strong English communication.
• Manage support tickets, escalations, and resolutions within SLA timelines.
• Configure, maintain, and improve AI Agent automation in Freshdesk.
• Track, categorize, and document customer issues with proper follow-ups.
• Create and maintain support documentation, knowledge base articles, and FAQs.
• Gather insights from customer interactions and provide feedback to product/engineering teams.
• Follow support processes and escalate when deeper technical support is required.

Conhecimentos

English communication

Technical writing

Ferramentas

Freshdesk

Zoho Desk/CRM

Descrição da oferta de emprego

Dubai, United Arab Emirates

• Job Type Full time
• Work Days 6 Days
• Salary As per skills and experience
• Nationality No Preference
• Age Group 18 To 25; 25 To 35; 35 To 45
• Job Role Type INFORMATION TECHNOLOGY
• Date Opened 12/04/2025
• Country United Arab Emirates
• City Dubai
• Job Location - City Dubai

Job Description

This role is primarily intended for candidates based in India, as the position is part of our India development and support team. Theselected candidate will collaborate closely with our India-based technicalmembers and work within the team’s established workflows, time zones, andproject structure.

• Provide customer support for technology products throughchat and phone calls, delivering clear, professional communication with strongEnglish speaking skills.
• Manage support tickets, escalations, and customerresolutions using Freshdesk and Zoho, ensuring timely responses, accuracy, andhigh customer satisfaction.
• Configure, maintain, and improve AI Agent automation inFreshdesk (smart responses, workflows, knowledge suggestions) to enhanceresponse efficiency and reduce manual load.
• Track, categorize, and document customer issues whilemaintaining accurate ticket records and ensuring proper follow-ups within SLAtimelines.
• Create and maintain support documentation, including FAQs,knowledge base articles, step-by-step guides, troubleshooting documents, andinternal process notes.
• Gather insights from customer interactions and providefeedback to product and engineering teams for improvements, bug reporting, andfeature requests.
• Follow support processes consistently, ensure quality ofresponses, and elevate issues appropriately when deeper technical support isrequired.

Requirements

• Experience working with Freshdesk (mandatory), including AIAgent, automations, and workflow configuration.
• Experience working with Zoho (Desk, CRM, or supportmodules).
• Prior experience providing support for technology products(software, hardware, SaaS, or digital platforms).
• Strong English communication skills, both in written andspoken formats.
• Experience writing support documentation, knowledge basecontent, and FAQ articles.
• Understanding of ticket management, SLA, escalations,customer communication, and support workflow standards.