Customer Support Specialist

About SiFi

SiFi is a platform tailored for managing corporate expenses, enabling accounting teams to oversee corporate spending with ease and control. The system permits issuance of cards with tailored spending limits, ensuring appropriate and efficient use of company funds solely for authorized expenses.

Role Overview

The Customer Support Specialist is responsible for delivering technical and product assistance to SiFi's clientele, addressing challenges and ensuring effective utilization of the company's products and services. This position demands a solid technical foundation, adept problem-solving capabilities, and superior communication skills.

Primary Duties

• Address customer questions related to technical matters and product operations through multiple channels including phone, email, and chat.
• Identify and fix technical problems linked to SiFi's platform and offered services.
• Guide customers stepwise in using product features and troubleshooting frequent issues.
• Accurately record all customer interactions and technical resolutions in the support knowledge database and CRM system.
• Escalate intricate technical challenges to engineering or product teams when necessary.
• Follow up to confirm that customer issues are resolved and customer satisfaction is achieved.
• Assist in developing and updating support documents and knowledge base articles.
• Recognize and communicate repetitive technical problems, offering feedback to the product team.
• Stay informed on updates and technical details of SiFi's products.
• Deliver exceptional customer service while maintaining professionalism.

Qualifications

• A bachelor's degree in a technical discipline such as Computer Science or Information Technology, or equivalent practical experience.
• At least one year of technical support experience, ideally in software or FinTech environments.
• Robust technical skills and an analytical approach to problem-solving.
• Proficient verbal and written communication skills in English; Arabic proficiency is preferred.
• Experience troubleshooting software and web applications.
• Basic knowledge of networking concepts.