Customer Support Specialist
2 months ago
CEQUENS is a leading global communications platform as a service (CPaaS) provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels.
**Role Description**:
The Customer Support Senior Specialist acts as a liaison between the Service Support team and internal stakeholders such as Carrier Relations, Account Managers, Development, and Product Teams while also managing interactions with customer contacts globally. This role ensures that customer requests and incidents are addressed in line with contracted SLAs and quality standards. Responsibilities include incident management, service continuity, reporting, and other tasks to meet business needs. The role aims to deliver excellent customer experiences and manage real-time service levels, producing weekly and monthly schedules, calls, and reports.
**Main Areas of Responsibility**
Strategic Responsibilities
- Quality Assurance and Optimization
- Enhance end-to-end diagnostics and resolution before involving concerned parties.
- Help archive communications and transactions using relevant sources and processes.
- Participate in designing and developing efficient customer processes by providing input and creating reports.
Customer Service Excellence
- Ensure the department provides World Class Customer Service at all times.
- Keep communication channels with technical developments in CEQUENS platforms open and relay necessary updates to customers.
- Manage ongoing relationships with internal and external customers with a focus on world-class communication.
**Operational Responsibilities**
Incident and Service Continuity Management
- Receive and handle incidents promptly, ensuring detailed and timely responses.
- Follow Incident Management best practices, including SLA escalations and lifecycle management.
- Troubleshoot incidents before escalation and stay updated on technical developments.
- Properly communicate and keep informed of system outages globally.
Documentation and Reporting
- Follow the documentation process and stay informed about updates.
- Consolidate global/regional reports for customers and ensure timely delivery to agreed quality standards.
- Produce the weekly and monthly schedules, calls, and reports.
System Monitoring and Innovation
- Monitor all system/traffic behavior for any irregularities.
- Participate in daily/weekly review meetings with account management, customers, and team members.
- Schedule ad-hoc training requests in consultation with relevant areas.
- Ensure efficient and effective dissemination of information to the team.
Team Coordination and Training
- Participate in daily/weekly review meetings with account management, customers, and team members.
- Schedule ad-hoc training requests in consultation with relevant areas.
- Ensure efficient and effective dissemination of information to the team.
**Requirements**:
**Qualifications and Skills**
**Experience**
- Minimum of 3-5 years of experience in senior customer support within the telecom or SaaS/CPaaS sectors a MUST
- Proven experience in a senior customer support team.
**Education**
- Bachelor's degree in Business, Information Technology, or a related field.
**Skills**
- Strong communication skills to effectively manage customer and team interactions.
- Excellent problem-solving skills to efficiently resolve customer issues and improve service processes.
-
Customer Support
1 month ago
الرياض, Saudi Arabia ConnectSaudi Full timeAs a **Customer Support** for a bulk SMS company, to be responsible and motivated Customer Success Specialist to support our clients and build strong relationships. This role helps clients effectively use our products, increasing revenue and minimizing churn. You will supervise the implementation and maintenance of the company’s computing needs...
-
IT Support Specialist
2 months ago
الرياض, Saudi Arabia CCDS Full timeCCDS is a leading provider of information technology and services, specializing in delivering innovative IT solutions and next-gen cybersecurity services. We are currently looking for a dedicated Saudi IT Support Specialist to join our dynamic team. This role will be crucial in providing technical support and guidance to our clients, ensuring they receive...
-
Customer Service Specialist
4 weeks ago
الرياض, Saudi Arabia RedBox Technologies Full timeRedBox Technologies, a leading logistics company in Saudi Arabia, is seeking a dedicated and enthusiastic Customer Service Specialist to join our team. With our innovative smart locker solutions and commitment to delivering exceptional service, RedBox is transforming the way parcels are sent, received, and returned, ensuring a seamless experience for our...
-
Helpdesk Support Specialist
7 days ago
الرياض, Saudi Arabia Greenberg Traurig Full timeGreenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for a Helpdesk Support Specialist in the Technology Department of our Riyadh office. We offer competitive compensation and an excellent benefits package. Position Summary The Technical Support Specialist provides support for attorneys and professional staff in...
-
Technical Support Specialist
3 months ago
الرياض, Saudi Arabia CCDS Full timeCCDS is a leading information technology and services company that provides end-to-end info-tech and next-gen cybersecurity services and solutions to enterprises. We are currently seeking a Saudi Technical Support Specialist to join our team. As a Technical Support Specialist, you will play a vital role in providing technical assistance and support to our...
-
IT Support Specialist
2 weeks ago
الرياض, Saudi Arabia Tilad Environment Group Full timeThe IT Support Specialist is responsible for providing technical assistance and support to users within an organization. This role involves responding to user inquiries, troubleshooting technical issues, and maintaining IT systems and equipment. The IT Support Specialist may also be involved in setting up new hardware and software, installing updates, and...
-
Customer Success Specialist
2 months ago
الرياض, Saudi Arabia Waseel Full time**Job Overview** Waseel is looking for a Customer Success Specialist to join our dynamic team in Riyadh! In this role, you will be responsible for ensuring our clients achieve their desired outcomes while using our services, ultimately enhancing customer satisfaction and loyalty. **Key Responsibilities** - Act as the primary point of contact for assigned...
-
Customer Success Specialist
1 month ago
الرياض, Saudi Arabia FlyAkeed Full time**About FlyAkeed**: FlyAkeed is an innovative platform designed to simplify travel planning, helping customers book flights and hotels seamlessly. Founded in 2017 and based in Riyadh, Saudi Arabia, we aim to revolutionize business travel with our state-of-the-art solutions. **Highlights**: Current funding stage: Series A Supported by: PIF subsidiary...
-
Technical Support Specialist
2 months ago
الرياض, Saudi Arabia Accounts Quality For Financial Consulting Full time**Summary**: The Level 1 Support Specialist is responsible for providing first-line technical support to end-users. This role involves responding to and resolving technical inquiries, troubleshooting hardware and software issues, and escalating more complex problems to higher-level support staff. **Key Responsibilities**: 2. **Troubleshooting**: - Identify...
-
IT Support Specialist
1 month ago
الرياض, Saudi Arabia Diaverum Full timeIT Support Specialist **Location**:Riyadh, SA, 3734**Date Posted**:7 Oct 2024**Contract type**: **General Responsibilities** **Key Responsibilities**: **Technical Support**: - Provide first level support for all IT-related issues, including diagnosing and resolving hardware, software, and network problems for end-users.- - Install and configure operating...
-
Technical Support Specialist
1 month ago
الرياض, Saudi Arabia Accounts Quality For Financial Consulting Full time**Summary**: The Level 1 Support Specialist is responsible for providing first-line technical support to end-users. This role involves responding to and resolving technical inquiries, troubleshooting hardware and software issues, and escalating more complex problems to higher-level support staff. **Key Responsibilities**: 2. **Troubleshooting**: - Identify...
-
Clinical Support Specialist
10 hours ago
الرياض, Saudi Arabia Stryker Full timeWe are excited to be named one of the World’s Best Workplaces by Fortune Magazine! We are proud to offer you our total rewards package which includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are...
-
Corporate Support Specialist
2 months ago
الرياض, Saudi Arabia Arbete Careers Full time**One of our clients is in the Medical HealthCare Industry, in Saudi Arabia, and is hiring for the position of a Corporate Support Specialist** **Location: Riyadh** **Years of Experience: 3+ years** **Education: Bachelors degree in business administration, Finance, or a general corporate field.** **Notice Period: Immediate joiners or a maximum...
-
Customer Experience Specialist
3 weeks ago
الرياض, Saudi Arabia ZimmerBiomet AselAlarabia Full timeAt Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life...
-
Customer Experience Specialist
1 month ago
الرياض, Saudi Arabia ZimmerBiomet AselAlarabia Full timeAt Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds. As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life...
-
I.t. Support Specialist
3 months ago
الرياض, Saudi Arabia FAMA Technologies Full time**Responsibilities**: - Diagnose and troubleshoot hardware and software issues. - Provide remote support for users. - Document issues and resolutions in the ticketing system. - Assist with setting up and configuring new systems. - Provide advanced technical support for software, hardware, and network issues. - Manage user accounts and permissions. - Monitor...
-
IT User Support Specialist
7 days ago
الرياض, Saudi Arabia Greenberg Traurig Full timeGreenberg Traurig, a global law firm, currently has an excellent full-time employment opportunity for an IT User Support Specialist in our Riyadh office. We offer competitive compensation and an excellent benefits package. Position Summary: The function of the IT User Support Specialist is to provide technology-related consultation and support in an office...
-
Ict Support Specialist
1 month ago
الرياض, Saudi Arabia Ericsson Full time**Join our Team**: **About the opportunity**: We are now looking for a ICT Support Specialist who will be responsible for providing onsite and remote technical assistance related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, resolves and implements solution. **What you will do**: - Provide...
-
Senior Customer Support Analyst
2 months ago
الرياض, Saudi Arabia Mozn Full time**Job Summary** Mozn is a rapidly growing technology firm revolutionizing the field of Artificial Intelligence and Data Science headquartered in Riyadh, Saudi Arabia and it’s working to realize Vision 2030 with a proven track record of excellence in supporting and growing the tech ecosystem in Saudi Arabia and the GCC region. Mozn is the trusted AI...
-
IT Specialist
1 week ago
الرياض, Saudi Arabia AtkinsRéalis Full timeAtkinsRéalis is looking for **Senior IT Specialist, EUC Support**.** **_ About AtkinsRéalis_** The Senior IT EUC Support (End User Computing) Professional is responsible for ongoing support, health, and optimal operations of the various end user IT needs and requirements with specific focus on THE LINE project Sites while keeping aligned to THE LINE...