Frontline Support Specialist - Customer Experience

Casablanca, Casablanca-Settat, Morocco

Décryptage du poste par Postule AI

Résumé du rôle

Frontline Support Specialist role at Deliverect, a SaaS unicorn revolutionizing commerce for food and retail industries. Primary responsibility is delivering exceptional customer support by managing tickets, resolving technical and administrative issues, and coordinating with internal teams. Requires 2+ years customer support or IT Helpdesk experience, fluency in Arabic and English (French advantageous), and strong problem-solving skills. Hybrid work after 3-month onboarding period in Casablanca.

Exigences clés (estimation)

Manage and prioritize customer support tickets using advanced CX management tools for timely resolution
Serve as primary contact for customers, resolving technical and administrative issues with precision and care
Independently troubleshoot and resolve common technical glitches for SMB Deliverect accounts
Conduct initial investigations for commercial and retention-focused requests for SMB accounts
Coordinate with internal teams and manage escalations to subject matter experts when needed

Compétences

Fluency in Arabic and English with strong written and verbal communicationCustomer support or IT Helpdesk experience (minimum 2 years, preferably SaaS)Strong ownership and organizational skills for efficient ticket managementCritical thinking and creative problem-solving for technical challengesAdaptability across multiple communication channelsCollaboration and teamwork across departmentsAbility to handle complex customer emotions professionally

Niveau estimé

Minimum 2 years of relevant experience in customer support, IT Helpdesk, or solutions consulting required, preferably within SaaS industry. This is an entry-to-mid level support role suited for professionals with foundational customer service expertise.

Attributs détectés par l’IA (si absents de l’offre)

Type de poste: full-time
Mode de travail: Hybride
Niveau d'expérience: 1–3 ans
Fonction: Service client / SAV
Secteur: Informatique / IT
Langues: Anglais, Arabe, Français

Cette analyse a été générée automatiquement par Postule AI à partir de l'offre.

About the Role

As a Frontline Support Specialist at Deliverect, you will be the primary point of contact for customers, delivering exceptional support experiences while resolving technical and administrative issues with precision. You will work with an API-first platform that revolutionizes commerce for food and retail industries, helping businesses expand revenue and simplify operations.

Main Responsibilities

Manage and prioritize customer support tickets using advanced CX management tools, ensuring timely resolution (approximately 40% of role)
Serve as primary contact for customers, efficiently resolving technical and administrative issues with care and precision (approximately 25%)
Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts (approximately 15%)
Conduct initial investigations and gather information for commercial and retention-focused requests, assisting with commercial gesture requests (approximately 10%)
Coordinate with internal teams and external partners, managing escalations to subject matter experts when issues require deeper analysis (approximately 10%)

What You Bring

Fluency in Arabic and English with strong written and verbal communication skills; French fluency is a significant advantage
At least 2 years of relevant experience in customer support, IT Helpdesk, or solutions consulting, preferably in SaaS industry
Strong ownership skills ensuring high-quality and timely ticket resolution
Excellent organizational abilities to efficiently manage workload using CX management tools
Solid communication skills to handle complex customer issues and emotions professionally
Adaptability to provide excellent customer experience across multiple communication channels
Strong collaboration skills and ability to work effectively across teams
Critical thinking and creative problem-solving abilities for challenging technical issues

Work Arrangement

Initial Phase: Full-time in-office attendance for the first 3 months to support onboarding and team integration.

Ongoing: Hybrid schedule with 3 days in Casablanca office and 2 days working from home. Hours: 7:00 am - 10:00 pm Monday-Friday on rotating basis, plus weekends and holidays as needed. All overtime and holiday work compensated per local legal frameworks.

What You'll Gain

Dedicated learning budget to expand skills and knowledge
Opportunity to solve meaningful challenges impacting global commerce
Culture of innovation with weekly releases and cutting-edge solutions
Collaboration with diverse, international team valuing transparency and multiple perspectives
Position at rapidly scaling SaaS unicorn in order management industry
Regionally tailored compensation and benefits packages

Cette description d'emploi a pu être reformatée par Postule pour améliorer sa lisibilité et sa présentation. Le contenu et les informations restent fidèles à l'offre d'emploi originale. .