Customer Support Specialist

Position Summary

Responsibilities

• Front-line Issue Response and Handling
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• Act as the primary technical contact on-site, responsible for receiving, responding to, and initially diagnosing issues reported by customers through various channels.
• Issue Tracking and Closed Management: Accurately judge issue types and priorities, create and maintain issue logs in internal systems, and coordinate with back-end teams until full resolution.
• Customer Communication and Relationship Maintenance: Establish and maintain good working relationships with the customer's IT and business teams, regularly communicate on issues status, and manage expectations.
• Knowledge Transfer and Empowerment: Summarize common customer issues and solutions, write technical documents, and conduct small-scale product training for customers.
• Risk Identification and Escalation
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• Proactively identify potential customer relationship risks, product usage obstacles, or service instability factors, and report them to the CSM and project team timely.

Qualifications

• Experience Requirements
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• 3-5 years of relevant IT work experience, with a background as a TAM, SA, Technical Support Engineer, or CSM in enterprise software, cloud computing, or SaaS companies.
• Technical Background: Solid technical foundation, familiar with Linux/Windows OS, networking (TCP/IP, HTTP, DNS), common troubleshooting tools, and understanding of cloud computing.
• Communication Skills
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• Excellent verbal and written communication skills to convey information to diverse teams, with strong service awareness and empathy.
• Problem-Solving Ability: Clear logical thinking, strong analytical skills, able to remain calm under pressure and drive the resolution of complex issues.
• Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• Respect and understand local Saudi laws, regulations, business culture, and social customs
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations
• Working Method
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• On-site resident support at customer site; short-term business travel may be required
• On-call & Emergency Response: Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.

Preferred Qualifications

• Basic conversation skills preferred in Arabic