
Technical Customer Support Associate – EMEA
respond.io
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇪 United Arab Emirates
Visit company websiteJob Level
JuniorMid-Level
About the role
- Deliver high quality support and operate as a safety net to customers of our SaaS product
- Communicate and respond varied technical solutions to customers in a team environment, using our shared inbox tool to assist customer's inquiries
- Resolve customer inquiries in a timely manner using full understanding of the product functions, features and customer environment
- Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
- Empower customers to self-serve and help users navigate our on-demand success resources
- Work collaboratively across a few teams - Customer, Marketing, Product and Tech to solve complex problems
Requirements
- 2+ years of experience in a Customer Support role preferably in a SaaS or IT company
- Strong ability to leverage AI tools and technologies to improve customer experience and support workflows
- Experience in testing or troubleshooting API is highly advantageous
- Excellent communication skills in Arabic and English, and the proven ability to understand customer’s inquiries
- Ability to clearly explain complex ideas verbally and in writing
- Ability to dig deeper to uncover customer’s true objectives
- Experience with CRMs like Hubspot, Salesforce, etc
- High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers
- Excellent organization, and time management skills
- Teamwork mentality and willingness to assist wherever needed
Benefits
- Medical allowance to support your health and wellness needs
- Flexible working environment that fit your lifestyle
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttroubleshootingAPI testingSaaStechnical solutionsself-service resourcescustomer inquiriesproduct functionsfeaturesworkflows
Soft skills
communicationempathyorganizationtime managementteamworkproblem-solvingactive listeningverbal explanationwritten explanationcustomer understanding