Prioritize, organize, and manage your workload to ensure timely resolution of customer support tickets, using advanced CX management tools (approx. 40%).
Act as the primary point of contact for customers, efficiently resolving technical and administrative issues and addressing customer needs with precision and care (approx. 25%).
Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts (approx. 15%).
Conduct initial investigations and gather information for commercial and retention-focused requests for SMB accounts, and assist with commercial gesture requests (approx. 10%).
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%).

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.

Invest in Your Growth
We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
Solve Meaningful Challenges
Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.
Drive Innovation
Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.
Collaborate with a Global Team
Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.
Be Part of a Unicorn
Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.
Enjoy Regionally Tailored Rewards
Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.

Frontline Support Specialist

Key skills