Customer Support Specialist📣 Job Ad

About Sifi

Sifi is a corporate expense management platform designed to provide accounting teams with comprehensive control over corporate spending. Our platform facilitates the issuance of corporate cards with specific spending restrictions, ensuring that funds are utilized efficiently and exclusively for approved expenses.

The Role: Customer Support Specialist

We are seeking a Customer Support Specialist to join our team in Riyadh, Ar Riyad. This full-time role is focused on providing technical and product-related assistance to Sifi's customers, ensuring they can effectively use the company's products and services. The specialist will be responsible for resolving issues and guiding users through platform functionalities.

Key Responsibilities

• Respond to customer inquiries regarding technical issues and product functionality via various channels, including phone, email, and 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, providing 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.

Qualifications and Experience

• Bachelor's degree in a technical field such as Computer Science or Information Technology, or equivalent practical experience.
• Proven experience of 1+ year in a technical support role, preferably within the software or FinTech industry.

Essential Skills

• Strong technical aptitude and problem-solving skills.
• Excellent verbal and written communication skills in both English and Arabic (preferred).
• Familiarity with troubleshooting software and web applications.
• Good understanding of basic networking concepts.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a professional approach to customer interaction and a commitment to continuous learning regarding product updates and technical specifications.