SMB Customer Support Specialist, MEA at Ad Dynamo

This role may be required to work onsite on rotational shifts which includes weekends and public holidays.

Responsibilities:

• Provide world class support to all Httpool SMB customers in a customer centric environment through the use of multiple support tools via different channels that includes email, chat, phone, social media and content moderation.
• Perform assisted support and provide consultative recommendations and help identify any opportunities to upsell Httpool solutions that will enable customer success
• Manage on-boarding and perform basic account management tasks for new & existing clients or customers for our SMB SaaS and High Value Clients
• Gather product feedback and support marketing initiatives by connecting with new & existing clients or customers through outbound and inbound calls.
• Document in detail all customer interactions based on our Standard Operating Procedures to protect customer data according to Httpool Data Protection Policy
• Be an effective Subject Matter Expert of Httpool Products and provide local market & language expertise as required to improve overall product support experience and drive customer success
• Create, translate and maintain Frequently Asked Questions (FAQ’s) to ensure our help support database are accurate, relevant and up to date
• Escalate and file tickets for all technical issues and product bugs and follow up to ensure timely resolution to our customers issues
• Successfully performs against department scorecard metrics including Productivity goals, Quality Assurance, Average Handle Time, and Customer Satisfaction Rating and other critical customer support metrics
• Perform other duties as assigned by SMB Customer Support Manager

Requirements

Minimum Qualifications

• Excellent written and verbal communication skills in English & fluency in Nigerian or Arabic is required
• Minimum two (2) year of relevant work experience in customer service, call center, advertising, e-commerce, marketing, technology products or SaaS related industry
• Willing to work onsite on rotational shifts which includes weekends and public holidays
• A working understanding of e-commerce, online advertising or social media principles and support elements is required
• Self-motivated and able to work autonomously
• Detail-oriented and able to manage multiple tasks effectively
• Passion for helping small businesses with Ads platforms and technology
• BA/BS degree or relevant qualifications preferred but not required