Job Description:
We are looking for a Customer Success Specialist to help us improve the
experience of our users. You will accomplish this by training and supporting
our customers and resolving our customers ' pain points.
* Providing product support services to users via email and on-premises
* Analyzing customer issues, developing necessary actions, and ensuring optimal levels of customer satisfaction to provide appropriate support for the same.
* Documenting technological knowledge in the form of FAQS and instructions.
* Providing customer training on company products and services.
* Working with other departments to ensure a consistent and high-quality level of product.
* Communicating and translating technical information to non-technical end-users.
* Taking ownership of customer issues reported and seeing problems through to resolution and ensuring user satisfaction.
* Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience;
Collaborating with Product, Operations, Quality, and Technical teams to
troubleshoot problems, improve processes, and ensure user satisfaction.
To be the ideal Customer Success Specialist, you need:
* 2+ years of previous experience in a customer support role or a
technical support role that is focused first and foremost on customer
Success;
* Excellent communication skills in Arabic and English (Written and Verbal);
* Ability to provide step-by-step technical help both written and verbal, including working with clients to help them provide the information you need to diagnose and solve the issue;
* Should be a creative and analytical problem solver with a passion to provide
excellent customer service and comfortable with a multi-tasking, high
energy environment;
* Should be flexible to adapt to support a 24-7 operating environment;
* Proficiency in using remote support tools, help desk software, and CRM software like Zoho, Jira, and Salesforce;
* Experience in using SQL and databases in a business environment. (Preferred)
Nice to haves:
* Experience in using SQL and databases in a business environment.
* Experience working with SaaS products.
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