Overview
Customer Support Specialist Jobs in Riyadh, Riyadh, Saudi Arabia at Beyondsoft
Title: Customer Support Specialist
Company: Beyondsoft
Location: Riyadh, Riyadh, Saudi Arabia
Position Summary:
Our client is looking for an experienced Customer Success Support Manger for Saudi Arabia. As a core member of the project team, you will work closely with the Customer Success Manager (CSM) to provide front-line on-site support. Your primary responsibility is to ensure adoption of our products and solutions, respond to and resolve various technical and product issues in daily operations, act as a key bridge between the customer and internal technical teams, and deliver excellent service value.
Responsibilities:
- Front-line Issue Response and Handling: Act as the primary technical contact on-site, responsible for receiving, responding to, and initially diagnosing issues reported by customers through various channels.
- Issue Tracking and Closed Management: Accurately judge issue types and priorities, create and maintain issue logs in internal systems, and coordinate with back-end teams until full resolution.
- Customer Communication and Relationship Maintenance: Establish and maintain good working relationships with the customer's IT and business teams, regularly communicate on issues status, and manage expectations.
- Knowledge Transfer and Empowerment: Summarize common customer issues and solutions, write technical documents, and conduct small-scale product training for customers.
- Risk Identification and Escalation: Proactively identify potential customer relationship risks, product usage obstacles, or service instability factors, and report them to the CSM and project team timely.
Qualifications:
- Experience Requirements: 3-5 years of relevant IT work experience, with a background as a TAM, SA, Technical Support Engineer, or CSM in enterprise software, cloud computing, or SaaS companies.
- Technical Background: Solid technical foundation, familiar with Linux/Windows OS, networking (TCP/IP, HTTP, DNS), common troubleshooting tools, and understanding of cloud computing.
- Communication Skills: Excellent verbal and written communication skills to convey information to diverse teams, with strong service awareness and empathy.
- Problem-Solving Ability: Clear logical thinking, strong analytical skills, able to remain calm under pressure and drive the resolution of complex issues.
- Language: Mandarin: Native speaker level, used for highly efficient internal team collaboration. English: Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
- Respect and understand local Saudi laws, regulations, business culture, and social customs
- Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations
- Working Method: On-site resident support at customer site; short-term business travel may be required
- On-call & Emergency Response: Able to accept 7×24 on-call schedules, responding quickly to urgent customer needs.
Preferred Qualifications:
- Basic conversation skills preferred in Arabic
