Customer Success Technical Support Specialist (Remote)

full time

3+ years

Company Name

Shaffra

Salary

Competitive, based on experience

Company Values and Mission

At Shaffra, we are pioneers in Corporate Metaverse and AI Workforce solutions. We are committed to revolutionizing digital interactions and transforming how businesses operate using cutting-edge technology. We value innovation, collaboration, and excellence.

Brief Role Description

Shaffra is looking for a Customer Success & Technical Support Specialist to join our dynamic team. This hybrid role combines the responsibilities of ensuring long-term client success and providing technical support for our AI Workforce and Corporate Metaverse solutions. You will be the key point of contact for clients, ensuring they get the most out of Shaffra’s solutions while troubleshooting technical issues when they arise. The ideal candidate is tech-savvy, customer-focused, and passionate about delivering an exceptional client experience. This position offers an exciting opportunity to engage with innovative AI and metaverse technologies while helping clients maximize their potential.

Key Responsibilities

• Customer Success:
• Build and maintain strong relationships with clients, ensuring high levels of satisfaction and engagement with Shaffra’s AI Workforce and Metaverse solutions.
• Onboard new clients and provide training on using Shaffra’s platforms effectively, ensuring smooth adoption.
• Proactively monitor client accounts, offering solutions and suggestions to optimize usage and meet their business goals.
• Collaborate with internal teams to relay client feedback, ensuring that product improvements align with client needs.
• Conduct regular check-ins and business reviews with clients to assess their ongoing success and support renewal and expansion opportunities.
• Technical Support:
• Provide front-line technical support for customers, troubleshooting issues related to Shaffra’s AI Workforce and Metaverse platforms.
• Respond to customer inquiries via email, chat, and phone, guiding them through technical problems with clear and effective solutions.
• Collaborate with the engineering and development teams to resolve complex technical issues, escalating when necessary.
• Document support interactions and solutions to contribute to the knowledge base for internal and external use.
• Stay up-to-date with product updates, new features, and technical best practices to deliver informed support.

Required Skills And Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 2+ years of experience in customer success, customer support, or a related role, preferably within SaaS or tech environments.
• Strong technical aptitude and the ability to troubleshoot and resolve technical issues.
• Excellent communication skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Experience using CRM systems and support tools.
• Strong problem-solving skills, with a customer-first mindset.
• Proficiency in spoken and written Arabic and English is required.

Desired Skills And Qualifications

• Experience in AI, SaaS, or metaverse technologies is a plus.
• Multilingual abilities are an advantage.
• Knowledge of customer success best practices, including metrics like NPS, churn reduction, and account expansion.
• Ability to manage multiple clients and projects simultaneously, with strong organizational and multitasking skills.

Why Join Us

This is a unique opportunity to be at the intersection of customer success and technology, playing a vital role in delivering innovative AI and metaverse solutions that transform how businesses operate. As a Customer Success & Technical Support Specialist, you’ll have the chance to directly impact client satisfaction, help resolve technical challenges, and contribute to Shaffra’s continued growth.

Languages

• Full proficiency in English
• Full proficiency in Arabic