Customer Support Specialist

🕒 June 30

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Lucidya | لوسيديا

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

💰 $6M Series B on 2022-01

Consulting • Marketing • Artificial Intelligence

Lucidya is a company specializing in social media and online platform analytics. They provide tools and insights that help businesses understand customer sentiment, track brand reputation, and make data-driven decisions. Lucidya's solutions are tailored for engaging with the Arabic-speaking market, leveraging AI technology to process and analyze data for optimal marketing strategies.

📋 Description

• Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. • Deliver exceptional customer support in both Arabic and English. • Investigate, troubleshoot, and resolve customer issues independently wherever possible. • Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. • Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. • Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. • Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. • Contribute to maintaining and improving internal knowledge base articles and support documentation. • Identify recurring customer issues and share feedback to improve product quality and support processes. • Participate in quality assurance reviews and continuously improve service standards. • Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends.

🎯 Requirements

• 2+ years of experience in a Customer Support Specialist, Customer Support Agent, or similar customer-facing support role. • Current experience supporting customers in a SaaS environment (required). • B2B SaaS experience is strongly preferred. • Fluent in both Arabic and English, with excellent written and verbal communication skills. • Comfortable explaining technical concepts to non-technical customers. • Strong problem-solving and analytical skills with the ability to troubleshoot customer issues independently. • Experience working with support and collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systems. • Comfortable working across multiple systems and managing several customer conversations simultaneously. • Highly organized, customer-focused, and able to thrive in a fast-paced environment. • Bachelor's degree or equivalent qualification. • Nice to Have • Experience supporting enterprise or government customers. • Familiarity with customer engagement, social listening, or customer experience platforms. • Experience contributing to knowledge bases or process documentation. • Exposure to QA processes or customer support performance metrics.