What you will do:

• Prioritize, organize, and manage your workload to ensure timely resolution of customer support tickets, using advanced CX management tools.
• Act as the primary point of contact for customers, efficiently resolving technical and administrative issues and addressing customer needs with precision and care.
• Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts.
• Conduct initial investigations and gather information for commercial and retention-focused requests for SMB accounts, and assist with commercial gesture requests.
• Coordinate with internal teams and external partners, managing escalations to subject matter experts or the Investigation Team when issues require deeper technical analysis or fall outside direct ownership (approx. 10%).

What you will Bring:

• Fluency in Arabic and English is essential, with strong written and verbal communication skills; fluency in French would be a significant advantage.
• At least 2 years of relevant experience in a customer support, IT Helpdesk or solutions consulting role, preferably within the SaaS industry, or equivalent work experience.
• Strong ownership skills to ensure high-quality and timely ticket follow-up and resolution.
• Excellent structure and organization abilities to efficiently handle your workload using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets.
• Solid communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally.
• Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time.
• Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals.
• Critical thinking and creative problem-solving when faced with challenging issues which require out-of-the-box troubleshooting.
• Autonomy and confidence to be self-driven and have the ability to handle pushback.