Customer Support Agent

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Manage a non-voice, high-volume customer support queue for a digital e-gift card distribution platform. Triage and prioritize emails and tickets, troubleshoot API-driven delivery delays, and investigate payment, order validation, and transaction discrepancies. Maintain accurate Zendesk documentation with tags, triggers, and views, escalate supplier issues internally, and communicate clearly in world-class written English to improve customer satisfaction while meeting strict SLAs.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Handle customer emails, marketplace queries, and B2C tickets while meeting strict SLA targets for response and resolution.
•Validate, categorize, and prioritize incoming tickets to keep the queue clean and moving.
•Troubleshoot failed orders, delayed digital deliveries, and transaction discrepancies by digging into data.
•Spot and escalate supplier-related issues internally to the Purchasing team.
•Maintain flawless Zendesk ticket documentation and tagging, and follow internal playbooks for smooth handovers.

Key Requirements

•3–4 years of experience in e-commerce, online marketplaces, or fintech customer support (gift card/digital rewards experience is a plus).
•Expert-level knowledge of Zendesk, including tags, triggers, and views (mandatory).
•World-class written English with the ability to explain complex technical/transactional issues clearly and warmly.
•Comfort working with both enterprise B2B bulk delivery issues and individual consumer complaints.
•Experience working with AI support tools/AI agents to speed up support workflows is ideal.

Experience:3-4 yearsE-commerceOnline marketplacesFintechDigital rewardsE-gift cards

Skills:Written communicationAnalytical troubleshootingEmpathetic communicationAttention to detailHandling high volume

Languages:English

Tech Stack:ZendeskAPIAI support toolsAI agents

Company Brief

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1 month ago

Customer Support Agent

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Handle customer emails, marketplace queries, and B2C tickets while meeting strict SLA targets for response and resolution.
•Validate, categorize, and prioritize incoming tickets to keep the queue clean and moving.
•Troubleshoot failed orders, delayed digital deliveries, and transaction discrepancies by digging into data.
•Spot and escalate supplier-related issues internally to the Purchasing team.
•Maintain flawless Zendesk ticket documentation and tagging, and follow internal playbooks for smooth handovers.

Key Requirements

•3–4 years of experience in e-commerce, online marketplaces, or fintech customer support (gift card/digital rewards experience is a plus).
•Expert-level knowledge of Zendesk, including tags, triggers, and views (mandatory).
•World-class written English with the ability to explain complex technical/transactional issues clearly and warmly.
•Comfort working with both enterprise B2B bulk delivery issues and individual consumer complaints.
•Experience working with AI support tools/AI agents to speed up support workflows is ideal.

Experience:3-4 yearsE-commerceOnline marketplacesFintechDigital rewardsE-gift cards

Skills:Written communicationAnalytical troubleshootingEmpathetic communicationAttention to detailHandling high volume

Languages:English

Tech Stack:ZendeskAPIAI support toolsAI agents

Company Brief

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Website