Customer Support Specialist📣 Job Ad

About SiFi

SiFi is a corporate expense management platform designed to empower accounting teams with seamless control over corporate spending. Our platform allows companies to issue cards with specific spending restrictions, ensuring that funds are used efficiently and only for approved expenses.

The Role of a Customer Support Specialist

As a Customer Support Specialist at SiFi, you will provide technical and product-related assistance to our customers. This full-time role, based in Riyadh, Saudi Arabia, focuses on resolving issues and ensuring that users can effectively utilize SiFi's products and services to manage their corporate expenses.

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 clear, 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 for continuous improvement.
• Stay up-to-date with SiFi's product updates and technical specifications.
• Provide excellent customer service and maintain a professional demeanor at all times.

Qualifications and Experience

• 2-5 years of relevant experience in a customer support or technical assistance role.

Essential Skills

• Strong technical troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills for interacting with customers and documenting solutions.
• Ability to provide clear, concise, and patient guidance.
• Proficiency in managing customer interactions across multiple channels (phone, email, chat).
• Commitment to delivering high-quality customer service.

Location and Work Type

This is a full-time position located in Riyadh, Riyadh, Saudi Arabia. The role requires on-site presence to support our customer base effectively.