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Job Description
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.
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.
Job Requirements
Basic Qualifications
Bachelor's degree in a technical field (e.g., Computer Science, Information Technology)
or equivalent experience.
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.
Bachelor's degree in a technical field (e.g., Computer Science, Information Technology)
or equivalent experience.
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.
