💼 About This Role

You'll be the primary point of contact for customers, resolving technical issues and ensuring seamless service operations. Your work directly enhances customer satisfaction and impacts retention. This hybrid role requires full-time in-office attendance for the first 3 months, then transitions to a hybrid schedule.

🎯 What You'll Do

• Prioritize and manage workload for timely resolution of support tickets.
• Act as primary contact for customers, resolving technical and administrative issues.
• Independently troubleshoot common technical glitches for SMB accounts.
• Coordinate with internal teams and external partners for escalations.

📋 Requirements

• Fluency in Arabic and English.
• At least 2 years of relevant customer support or IT Helpdesk experience.
• Strong ownership skills for high-quality ticket follow-up.
• Excellent structure and organization abilities using CX management tools.

✨ Nice to Have

• Fluency in French.
• Experience in SaaS industry.
• Experience with advanced CX management tools.

🎁 Benefits & Perks

• 🏖️ Flexible hybrid schedule after initial 3 months.
• 💰 Overtime and holiday pay as per local regulations.
• 🌍 Global team collaboration.
• 📚 Onboarding support with full-time in-office training.

🚩 Heads Up

• Requires full-time in-office for first 3 months despite being labeled hybrid.
• Work beyond standard business hours including weekends and holidays expected.