CX Specialist (Dubai)
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Key skills for this role
About the Role
Fresha is looking for a B2B Software Support Specialist to join their global SaaS business in Dubai. The role involves resolving support tickets, identifying root causes, and delighting partners via multiple channels.
Key Skills for This Role
Responsibilities
- Resolve support tickets and partner contacts using HubSpot
- Identify root cause of issues and proactively flag recurring issues
- Take a consultative approach to support partners
- Find creative solutions to partner problems
- Proactively test and investigate problems in software
- Maintain test account and ensure features are up to date
- Adhere to SLA and prioritize timely resolution
- Support CX colleagues to achieve targets
Requirements
- Curious problem solver
- Passionate about delighting partners
- Deliver high quality written responses in English
- Technical mindset, comfortable using and navigating software
- Ability to work at pace and learn continuously
- Comfortable dealing with ambiguity
- Enthusiasm, positivity and a can do attitude
- Comfortable taking feedback on board
Full Job Posting
About Fresha
- Fresha is the AI powered operating system for the global beauty, wellness and self care industry.
- Trusted by millions, used by 140,000+ businesses and 450,000+ professionals worldwide.
- Headquartered in London with 15 global offices.
Role Overview
- We are looking for an exceptional B2B Software Support Specialist to join our global SaaS business.
- Working collaboratively with partners, you will be accountable for Support tickets via email, voice, chat, social media, WhatsApp, and SMS.
Delight Our Partners And Their Clients
- Resolve support tickets and partner contacts using HubSpot.
- Identify root cause of issues and proactively flag recurring issues.
- Take a consultative approach to support partners.
- Find creative solutions to partner problems.
- Be a proactive problem solver.
Testing & Investigating
- Proactively test and investigate problems.
- Reproduce issues in test account and test solutions.
- Maintain test account and ensure features are up to date.
High Performance
- Be a high performer exceeding expectations.
- Adhere to SLA and prioritize timely resolution.
- Take responsibility for own performance and development.
- Support CX colleagues to achieve targets.
- Constantly strive to raise standards.
How To Be Successful At Fresha
- Curious problem solver.
- Passionate about delighting partners.
- Deliver high quality written responses in English.
- Technical mindset.
- Ability to work at pace.
- Comfortable dealing with ambiguity.
- Enthusiasm, positivity and a can do attitude.
- Comfortable taking feedback on board.
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