About the role:
The Customer Support Specialist provides technical and product-related assistance to SiFi's customers, resolving issues and ensuring they can effectively use the company's products and services. This role requires strong technical aptitude, problem-solving skills, and excellent communication abilities.
Key Responsibilities:
● Respond to customer inquiries regarding issues and product functionality via various channels (phone, email, chat).
● Diagnose and resolve support issues 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.
● Stay up-to-date with SiFi's product updates and technical specifications.
● Provide excellent customer service and maintain a professional demeanor.
Requirements
●Bachelor's degree or equivalent experience.
● Proven experience (1+ year) in a support role, preferably in the B2B software or FinTech industry.
● Strong technical aptitude and problem-solving skills.
● Excellent verbal and written communication skills in English and Arabic (preferred).
Talent 360 is a people management solutions company operating across the MENA region, with offices in Egypt and Saudi Arabia. We help organizations build and execute effective people strategies, enhance performance, and develop high-impact human capital functions for long-term success.
