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Customer Service Specialist

4 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia TAWANTECH Full time
Customer Service Specialist - Banking Technology

Primary Objective:
The Customer Service Specialist is responsible for the proper deployment and first-level support of banking software products and solutions. This role focuses on delivering exceptional service to clients by addressing inquiries, resolving issues, and ensuring customer satisfaction through technical expertise and a proactive approach to problem-solving.

Main Duties and Responsibilities:

Customer Support & Issue Resolution:
  • Take ownership of the technical and functional delivery of the company's products.
  • Identify, classify, and provide guidance on issues reported by the customer's help desk.
  • Conduct root-cause analysis and recommend appropriate solutions.
  • Provide detailed environment information to assist clients' IT teams with change management.
  • Review and classify minor application or solution enhancement requests.
  • Gather and document business requirements from users.
  • Assist in deploying enhancements and updates in client environments.
  • Monitor performance, uptime, and usage of services related to supported applications.
  • Handle data and application migration, including data remediation and fixes.
  • Perform final testing to ensure products meet business requirements.
  • Coordinate resource availability for new product installations and configurations.
  • Plan and execute product delivery in alignment with client requirements.
Team Collaboration & Documentation:
  • Conduct training on new features or enhancements to ensure client readiness.
  • Maintain and update training manuals according to evolving business needs.
  • Create FAQs, user guides, and presentations for new or updated products.
Product Knowledge & Customer Retention:
  • Develop deep knowledge of all supported products to provide accurate assistance.
  • Handle complaints and provide solutions within agreed SLAs.
  • Adhere to client working hours and observe their holiday schedules.
  • Identify ways to improve customer satisfaction and enhance loyalty.
  • Recommend service improvements to boost overall client experience.
  • Follow up post-interaction to assess satisfaction and provide further support.

Requirements

Qualifications and Skills:

Education:

  • Bachelor's degree in Computer Science or a related field.

Technical Skills:

  • Developer background with strong debugging and analytical skills.
  • Solid experience with:
    • Microsoft Dynamics 365 (D365)
    • Microsoft SQL and SQL Reporting
    • APIs and web application troubleshooting
    • Windows Scheduler
    • D365 deployment techniques
    • Microsoft TFS and Azure DevOps (ADO)

Soft Skills:

  • Customer-focused with a service-oriented mindset.
  • Excellent communication and training delivery skills.
  • Strong team collaboration and relationship-building abilities.
  • Sound decision-making and problem-solving capabilities.
  • Detail-oriented and highly organized.

Languages:

  • Fluent in both English and Arabic.
Seniority level
  • Mid-Senior level
Employment type
  • Contract
Job function
  • Other
Industries
  • IT Services and IT Consulting
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