Customer Support Specialist

Lucidya
Egypt
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Analytical thinking","Organization","Customer focus"]

Serve as the first point of contact for customers across live chat, email, and ticketing, resolving inquiries in Arabic and English. Troubleshoot and investigate issues independently, document actions and resolutions, and escalate complex problems to Technical Support and Engineering. Help improve support documentation and knowledge bases, monitor customer experience metrics like FRT, FCR, and CSAT, and support a rotating 24/7 coverage schedule.

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FursaFursa
Lucidya
Lucidya
1 month ago

Customer Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Serve as the first point of contact for customers across live chat, email, and ticketing, resolving inquiries in Arabic and English. Troubleshoot and investigate issues independently, document actions and resolutions, and escalate complex problems to Technical Support and Engineering. Help improve support documentation and knowledge bases, monitor customer experience metrics like FRT, FCR, and CSAT, and support a rotating 24/7 coverage schedule.
Location: Egypt
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the first point of contact for customer inquiries across live chat, email, and the ticketing platform.
  • •Provide customer support in Arabic and English and investigate, troubleshoot, and resolve issues independently where possible.
  • •Perform initial debugging and quality checks before escalating technical issues to Technical Support.
  • •Accurately document customer interactions, troubleshooting steps, and resolutions in the ticketing system.
  • •Collaborate with Technical Support and Engineering to ensure timely resolution, and support a rotational 24/7 shift schedule.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •2+ years of experience in a customer support role such as Customer Support Specialist/Agent.
  • •Experience supporting customers in a SaaS environment (required); B2B SaaS preferred.
  • •Fluent in both Arabic and English with strong written and verbal communication skills.
  • •Ability to troubleshoot and resolve customer issues independently, including explaining technical concepts to non-technical users.
  • •Working knowledge of support/collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systems.
Experience:2+ yearsSaaSB2B SaaSCustomer experienceCustomer support
Education:Bachelor's
Skills:CommunicationProblem-solvingAnalytical thinkingOrganizationCustomer focus
Languages:ArabicEnglish
Tech Stack:IntercomJiraCRMTicketing platform

Company Brief

Lucidya
Provides an Arabic-first customer experience and social listening platform that helps brands monitor conversations, analyze sentiment, and manage customer interactions across digital channels using AI-driven insights.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Riyadh, Saudi Arabia
Founded: 2016
WebsiteLinkedIn