Technical Customer Support Executive

3 weeks, 5 days ago
Full-time
Junior
Quality Assurance and Testing
Lucidya

Lucidya

Lucidya provides a leading platform for customer experience management in the Arab World, utilizing AI-driven social media analytics and monitoring tools to enhance strategic decision-making and improve brand performance across various social channels.

Media
51-250
Founded 2016
$7M raised

Description

  • Respond promptly to customer inquiries via phone, email, and chat with technical expertise and professionalism.
  • Troubleshoot and resolve technical issues related to Lucidya’s platform.
  • Guide customers through product features, usage best practices, and configuration settings to maximize value.
  • Document and escalate complex technical problems to development or engineering teams for deeper investigation.
  • Maintain detailed records of customer interactions, issues, and resolutions in CRM systems.
  • Collaborate with product, engineering, and QA teams to share customer feedback and advocate for product improvements.
  • Contribute to the development and maintenance of support documentation, FAQs, and knowledge bases.
  • Stay up to date with product updates, features, and industry trends to provide accurate guidance.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • 2+ years of experience in technical customer support or a related role, preferably in SaaS or technology companies.
  • Strong understanding of software applications, APIs, and cloud platforms.
  • Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
  • Ability to troubleshoot and diagnose problems systematically.
  • Familiarity with CRM systems and customer support tools such as Zendesk, Freshdesk, or Jira Service Desk.
  • Patience, empathy, and a customer-first attitude.
  • Ability to work independently and collaboratively within a team.
  • Willingness to learn and adapt in a fast-evolving technical environment.
  • Fluency in English; additional languages are a plus.

Benefits

  • High-impact role shaping the future of the QA organisation.
  • Opportunities to work on modern engineering practices and advanced tooling.
  • Collaborative culture focused on ownership, innovation, and continuous improvement.
  • Fast-growing company building industry-leading technology.

Interested in this position?

Apply directly on the company website

Apply Now

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