Customer Support Representative

(4 Openings)Customer Support Representative

We are looking for a (full or part-time) friendly, well-spoken and technically savvy Customer Support Representative, who possesses a strong drive for results. Responsibilities include responding to customer queries in a timely and accurate manner, identifying customers' needs and helping customers use specific features, and reporting on application issues. You should also be able to maintain ongoing customer relationships, onboard and train users, improve customer experience through product support and provide insights on client-to-business interactions. You should have excellent communication, interpersonal, and
customer service skills and demonstrate the ability to meet deadlines.

Responsibilities: 

● Provide technical solutions to help customers fully utilise their investment
● Configure customer systems to meet requirements
● Communicate clearly and precisely with customers in written and verbal form, and
● maintain accurate and timely records in our case tracking system
● Maintain support cases until resolution, drive other teams as needed and lead customer expectations
● Perform problem characterization, replication, diagnosis, and root cause analysis
● Work with the Technical team to resolve product issues and/ or escalate as necessary
● Author Knowledge Base Articles / Technical Notes
● Meet individual case management Service Levels and Customer Satisfaction goals

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● Relevant technical diploma, degree or relevant work experience

● Experience diagnosing and resolving problems in a software environment
● Experience providing direct support to external customers by phone, electronically, and
face-to-face
● Excellent organizational skills; ability to prioritize, manage, multi-task and execute
projects multi-functionally
● Excellent communication skills (presentation, written, and verbal/English and Arabic). Able to communicate effectively with all levels of professional staff.
● Ability to explain complex concepts simply
● Excellent analytical skills
● Love solving problems!
● The ability to navigate challenging situations in a professional manner
● Able to demonstrate experience in one or more of the following additional areas a plus: Database technology; Web technology; CRM technology
● Familiarity with SaaS solutions is a plus
● Familiarity with any ticketing solution: Jira, ZenDesk, HubSpot
● A team-oriented person with a passion for taking on challenges

Nice to have

● Demonstrated experience supporting enterprise software solutions
● Experience working in a healthcare environment

Send your CV to [email protected]