Global Customer Experience & Tech Support Consultant

RateGain; Riyadh; On-site; SAR 60,000 - 90,000; Full time

Job summary

RateGain is seeking a customer support professional based in Saudi Arabia to provide timely, professional assistance for RateGain products. You will resolve technical and non-technical issues, communicate effectively via phone and chat, and document interactions in the system. Role requires 4–8 years in CX/CS and bilingual English/Arabic.

The position emphasizes ownership, SLA adherence, and collaboration with internal teams to improve the customer experience.

Qualifications

• 4–8 years of experience in Customer Experience, Customer Support, Application Support, or Technical Support.
• Must be located in Saudi Arabia.
• Proficient in written and spoken English and Arabic.

Responsibilities

• Handle customer requests and resolve technical and non-technical issues for assigned products, aiming to resolve them at first contact wherever possible.
• Provide professional and competent phone and online support, including chat, to global customers.
• Document customer interactions, troubleshooting steps, resolutions, and any required follow-up in the appropriate systems.
• Call back customers who are waiting for an update within the agreed timeframe.
• Take ownership of customer issues and work toward timely resolution, keeping the customer informed throughout the process.
• Manage all customer communications with etiquette, accuracy, timeliness, and professionalism while working toward agreed operational targets.
• Assess business impact and urgency of each issue and prioritize actions accordingly.
• Investigate undocumented or unfamiliar issues using structured troubleshooting and problem-solving skills.
• Provide relevant status updates to customers and internal support teams within SLAs.
• Escalate issues to the next level of support with complete case details.
• Contribute to knowledge-base articles and support documentation.
• Continuously develop product knowledge and support skills; identify knowledge gaps.

Skills

Customer support

Technical support

SQL basics

English & Arabic

Communication

Education

Relevant educational qualification

Tools

SQL

Job description

RateGain is seeking a customer support professional based in Saudi Arabia to provide timely, professional assistance for RateGain products. You will resolve technical and non-technical issues, communicate effectively via phone and chat, and document interactions in the system. Role requires 4–8 years in CX/CS and bilingual English/Arabic.

The position emphasizes ownership, SLA adherence, and collaboration with internal teams to improve the customer experience.