Customer Support Specialist (L1)

Role overview A multinational restaurant technology vendor serving more than 10,000 customers worldwide is expanding its support team and hiring a level-one Customer Support Specialist. The role handles incoming client requests, drives clear communication, and keeps the knowledge base sharp in a fully remote, follow-the-sun operation.

Responsibilities - Log every client request in the ticketing or task management system. - Ask targeted questions to quickly pinpoint the root cause of issues. - Deliver prompt, accurate feedback to customers across email channels. - Escalate unresolved issues to the appropriate internal teams and track them to closure. - Advise customers on how to use the point-of-sale and restaurant management platform. - Manage multiple open issues in parallel while balancing delivery-integration queries. - Act as first-line support for external delivery integrations and contribute new articles to the knowledge base. - Maintain friendly, professional relationships with customers.

Requirements - Proficient written and verbal communication in English and Arabic. - Basic computer and printer literacy. - Familiarity with local and global computer networks. - Hands-on experience with Windows and macOS environments. - Working understanding of computers, mobile devices, and related tech products. - Ability to diagnose and troubleshoot basic technical issues. - Experience using CRM systems and a clear grasp of support workflows.

Benefits and work setup - Work at a truly international company with a global footprint. - Fully remote, work from anywhere. - Comprehensive health insurance. - 2 days on / 2 days off rotating schedule.