respond.io

Technical Customer Support Associate – EMEA

respond.io

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇦🇪 United Arab Emirates

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Job 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