Customer Support Specialist

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Act as the primary point of contact for customer inquiries through various channels, including live chat, email, and our ticketing system.

• Provide outstanding customer support in both Arabic and English.

• Independently investigate, troubleshoot, and resolve customer issues whenever possible.

• Conduct preliminary debugging and quality assurance checks before escalating technical problems to the Technical Support team.

• Meticulously document customer interactions, troubleshooting procedures, and resolutions within our ticketing platform.

• Set realistic customer expectations by offering clear updates, timelines, and proactive communication throughout the support journey.

• Work closely with Technical Support and Engineering teams to ensure prompt issue resolution.

• Assist in the maintenance and enhancement of internal knowledge base articles and support documentation.

• Recognize recurring customer issues and provide feedback to improve product quality and support workflows.

• Engage in quality assurance reviews and strive to enhance service standards.

• Support our dynamic 24/7 customer support operations through a rotational shift schedule, including evenings and weekends.

⛳️ Requirements

• A minimum of 2 years of experience in a Customer Support Specialist, Customer Support Agent, or a similar customer-facing support position.

• Relevant experience in a SaaS environment is mandatory.

• B2B SaaS experience is highly preferred.

• Proficient in both Arabic and English, with strong written and verbal communication abilities.

• Capable of explaining technical concepts to customers without a technical background.

• Excellent problem-solving and analytical skills, with the ability to troubleshoot customer issues independently.

• Familiarity with support and collaboration tools such as Intercom, Jira, CRM platforms, or equivalent ticketing systems.

• Comfortable navigating multiple systems and managing several customer interactions at once.

• Highly organized, customer-oriented, and able to excel in a fast-paced environment.

• Bachelor’s degree or equivalent qualification.

• Nice to Have

• Experience in supporting enterprise or government clients.

• Knowledge of customer engagement, social listening, or customer experience platforms.

• Experience in contributing to knowledge bases or process documentation.

• Exposure to quality assurance processes or customer support performance metrics.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and the option for remote work.

• Opportunities for professional development and career growth.

• Supportive and inclusive company culture.