Customer Support Specialist

sifiapp; Riyadh; On-site; SAR 60,000 - 80,000; Full time

Job summary

A financial technology company in Riyadh is seeking a Customer Support Specialist to assist customers with technical inquiries and product-related issues. The role demands strong technical skills, problem-solving abilities, and excellent communication in English and Arabic. Candidates should have a relevant Bachelor's degree and experience in a tech support role. This position involves diagnosing technical problems, documenting customer interactions, and ensuring customer satisfaction through effective follow-up.

Qualifications

• 1+ year of experience in a technical support role, preferably in software or FinTech.
• Fluency in English and Arabic preferred.
• Understanding of basic networking concepts.

Responsibilities

• Provide technical assistance to customers via phone, email, and chat.
• Diagnose and resolve technical problems related to SiFi's platform.
• Document customer interactions and solutions in the CRM.
• Follow up with customers to ensure satisfaction.
• Contribute to support documentation.

Skills

Technical aptitude

Problem-solving

Communication skills

Customer service

Education

Bachelor's degree in a technical field

Job description

Job Description

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 technical issues and product functionality via various channels (phone, email, chat).
• Diagnose and resolve technical problems 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.
• Contribute to the creation and maintenance of support documentation and knowledge base articles.
• Identify and report recurring technical issues and provide feedback to the product team.
• 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 in a technical field (e.g., Computer Science, Information Technology)
• Proven experience (1+ year) in a technical support role, preferably in the software or FinTech industry.
• Strong technical aptitude and problem-solving skills.
• Excellent verbal and written communication skills in English and Arabic (preferred).
• Familiarity with troubleshooting software and web applications.
• Good understanding of basic networking concepts.