Support
Skills
About This Role
Overview
Provide timely, professional support to customers via phone, email, live chat, and ticketing system; resolve inquiries, troubleshoot issues, escalate when needed, and contribute to improving customer experience and retention.
Key responsibilities
Respond to customer inquiries across channels with clear, courteous, and solution-focused communication.
Diagnose and troubleshoot product/service issues; guide customers through step-by-step resolutions.
Create and manage support tickets; document interactions, resolutions, and follow-up actions accurately.
Escalate complex technical or billing issues to appropriate teams and track progress to resolution.
Maintain knowledge base articles, FAQs, and internal runbooks; suggest improvements based on recurring issues.
Monitor SLAs and KPIs (first response time, resolution time, CSAT) and work to meet targets.
Collaborate with Product, Engineering, and Operations to relay customer feedback and assist in root-cause analysis.
Participate in shift handovers and occasional after-hours support rotations.
Qualifications
Bachelor’s degree or diploma in Business, Communications, IT, or related field preferred.
1–3 years customer support or service experience; experience with SaaS, telecom, or retail is a plus.
Strong verbal and written English; Arabic proficiency advantageous.
Familiarity with helpdesk/ticketing systems (Zendesk, Freshdesk, or similar) and basic CRM tools.
Good troubleshooting skills, empathy, and the ability to manage multiple cases concurrently.
Comfortable working in a fast-paced environment and flexible with shift patterns.
Basic technical literacy; ability to learn product specifics quickly.
Pay: QAR8,500.00 - QAR10,500.00 per month
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