Full time

منذ 2 أيام

Sharjah city, Sharjah, الإمارات العربية المتحدة Experthubrobotics دوام كامل

مجانًا عبر البريد الإلكتروني أو Google

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Dubai, United Arab Emirates

Job Type
Full time Work Days 6 Days Salary As per skills and experience Nationality No Preference Age Group 18 To 25; 25 To 35; 35 To 45 Job Role Type INFORMATION TECHNOLOGY Date Opened 12/04/2025 Country United Arab Emirates City Dubai Job Location
- City Dubai

Job Description
This role is primarily intended for candidates based in India, as the position is part of our India development and support team. Theselected candidate will collaborate closely with our India-based technicalmembers and work within the team's established workflows, time zones, andproject structure. Provide customer support for technology products throughchat and phone calls, delivering clear, professional communication with strongEnglish speaking skills. Manage support tickets, escalations, and customerresolutions using Freshdesk and Zoho, ensuring timely responses, accuracy, andhigh customer satisfaction. Configure, maintain, and improve AI Agent automation inFreshdesk (smart responses, workflows, knowledge suggestions) to enhanceresponse efficiency and reduce manual load. Track, categorize, and document customer issues whilemaintaining accurate ticket records and ensuring proper follow-ups within SLAtimelines. Create and maintain support documentation, including FAQs,knowledge base articles, step-by-step guides, troubleshooting documents, andinternal process notes. Gather insights from customer interactions and providefeedback to product and engineering teams for improvements, bug reporting, andfeature requests. Follow support processes consistently, ensure quality ofresponses, and elevate issues appropriately when deeper technical support isrequired. Requirements Experience working with Freshdesk (mandatory), including AIAgent, automations, and workflow configuration. Experience working with Zoho (Desk, CRM, or supportmodules). Prior experience providing support for technology products(software, hardware, SaaS, or digital platforms). Strong English communication skills, both in written andspoken formats. Experience writing support documentation, knowledge basecontent, and FAQ articles. Understanding of ticket management, SLA, escalations,customer communication, and support workflow standards.

Full time

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وظائف مشابهة في Sharjah city

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الأمريكتين

أوروبا

آسيا / أوقيانوسيا

أفريقيا

Full time

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وظائف مشابهة في Sharjah city

أهم المدن