Customer Support Specialist

3 weeks ago


abu dhabi, United Arab Emirates GamaLearn Full time

Abu Dhabi, United Arab Emirates | Posted on 03/26/2024

Job Overview: We are seeking a dedicated and detail-oriented individual to join our team as a Customer Support Specialist. The successful candidate will play a crucial role in ensuring our customers receive outstanding support and assistance. As a Customer Support Specialist, you will be responsible for addressing customer inquiries, resolving issues, and delivering a positive customer experience.

Role Responsibilities:

  • Knowing our products inside and out so that you can answer questions.
  • Handle advanced customer engagements and issues based on the severity given.
  • Assist CSs by applying the Swarming method to solve complex tickets and cases 
  • Contribute and review to the product knowledge base and make sure its updated and aligned with live production of the clients.
  • Engage in Professional Services Delivery : Work on projects, using product knowledge and tools.
  • Communicating with customers through the official channels.
  • Acknowledging and resolving customer complaints.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Communicating and coordinating with colleagues, as necessary (within the department, and other departments) 
  • Ensure customer satisfaction and provide professional customer support.
  • Reflecting on the product updates in the Help manual and other documentation.
  • Write guided tutorials of a specific topic or feature in the product.
  • Create FAQs for the most needed points to the client.
  • Coordinate with different freelancers we work with for translation, video production, data entry, etc... you may oversee follow-up on the communication, deadlines, and review of deliverables to acquire sign off.
  • Evaluate the need to scale the business operations in multiple countries/territories from the support aspect.
  • Extending the support center to partners in their own language.
  • Moderating the support bot, trace the chat logs to enhance it and reflect if on the FAQ to manage the recent knowledge base.
  • Demo preparation, personalizing the templates for each customer.
  • Engage with 1st and 2nd tier of support to share the knowledge and coordinate on how to work with each other and scaling the academy course-related “operations course” with them. As well all academy courses based on the products' recent updates.
Requirements
  • High Education degree in Information system or similar degree.
  • Required Languages Level : Arabic (C2), English (C1).
  • Problem-Solving, Communication & Handling Skills.
  • Technical Skills/ICT knowledge.
  • 1-3 year of experience working in technical/help desk support or customer success or IT service delivery.
  • Flexible to work in different time shifts and day in the week.
  • Health insurance
  • Collaborative and inclusive work environment
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