Junior Clients Technical Support Agent / Project Coordinator

Xpert Solutions

Job Information:
We are looking for a Junior Customer Support Agent who will play a crucial role in ensuring the satisfaction of our clients by providing timely and effective support. The Support Agent will be the primary point of contact for our clients who are seeking assistance with our digital solutions, including websites and mobile applications.
Joining date: Immediate/ Transferable visa required
Professional summary: 3+ experience in Customer Support Agent
Roles & Responsibilities for Customer Support Agent:
-Communicating & responding to client inquiries and resolving issues via email, phone, and live chat in a professional and courteous manner.
-Providing technical support for our digital products, troubleshooting issues, and offering solutions to resolve problems.
-Guiding clients through the use of our digital solutions, including providing training and assistance with features and functionalities.
-Collaborating with our design and development teams to escalate and resolve complex issues that require technical expertise.
-Managing client expectations and ensuring timely resolution of support tickets within established service level agreements.
-Documenting client interactions, issues, and resolutions in our support ticketing system to maintain accurate records and facilitate knowledge sharing.
-Facilitate clear and efficient communication within the team to delegate tasks effectively and maintenance meticulous tracking mechanisms, ensuring timely adherence to project timelines and successful delivery of all commitments.
Requirements:
-Bachelor s degree in a relevant field or equivalent work experience.
-Previous experience in customer support or a related role, preferably in a technology-driven environment.
-Excellent communication skills in English and Arabic, both written and verbal, with the ability to explain technical concepts clearly and concisely to non-technical clients.
-Strong problem-solving skills and the ability to think analytically to diagnose and resolve issues.
-Customer-focused mindset with a passion for delivering exceptional service and exceeding client expectations.
-Familiarity with web technologies, mobile applications, and digital platforms is desirable.
-Ability to multitask and prioritize tasks effectively in a fast-paced environment.
-Experience with support ticketing systems and CRM software is a plus.
-Minimum of 3 years experience in customer support or related field, preferably in a digital agency.