IT Support Specialist — Freshdesk & Zoho Automation

Experthubrobotics

Dubai

Sur place

AED 78 000 - 134 000

Plein temps

14 jours+

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Résumé du poste

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.

Qualifications

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.

Responsabilités

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.