Senior Customer Support Analyst

at  Mozn

JOB SUMMARY

Mozn is a rapidly growing technology firm revolutionizing the field of Artificial Intelligence and Data Science headquartered in Riyadh, Saudi Arabia and it’s working to realize Vision 2030 with a proven track record of excellence in supporting and growing the tech ecosystem in Saudi Arabia and the GCC region. Mozn is the trusted AI technology partner for some of the largest government organizations, as well as many large corporations and startups.
We are in an exciting stage of scaling the company to provide AI-powered products and solutions both locally and globally that ensure the growth and prosperity of our digital humanity. It is an exciting time to work in the field of AI to create a long-lasting impact.
We are seeking a Senior Customer Support Analyst to join our team. As a Sr. Customer Support Analyst you will be ensuring that customers receive top-tier support by resolving complex technical issues, acting as a liaison between customers and internal teams, and improving support processes. In addition, maintaining high levels of customer satisfaction and retention through expert problem-solving, and continually enhancing the customer support experience.

QUALIFICATIONS, EXPERIENCE, AND SKILLS

• Bachelor’s degree in business administration, or a related field.
• 1-2 years of experience in a customer support or technical support role.
• Proven ability to troubleshoot complex issues and manage escalated customer cases.
• Proficiency with CRM software (e.g., Salesforce, Zendesk, Fresh desk) and support ticketing systems.
• Excellent written and verbal communication skills (both Arabic and English) with the ability to explain complex technical concepts to non-technical users.
• Good analytical skills with the ability to identify trends and patterns in support data.
• High level of empathy, customer service orientation, and a passion for helping customers.
• Ability to work independently while also collaborating with cross-functional teams.

• Provide support to customers via phone, email, and chat, addressing inquiries and resolving issues related to our product and services within agreed SLAs.
• Address inquiries by providing timely and effective resolutions, while prioritizing high levels of customer satisfaction
• Identify root causes of recurring issues and recommend solutions to prevent future occurrences.
• Ensure a seamless customer experience by managing support tickets, following up on outstanding issues, and keeping customers informed about resolutions.
• Escalate issues to higher-level support or development teams when necessary, ensuring proper documentation and communication.
• Create and maintain detailed documentation of support cases, resolutions, and best practices to enhance the knowledge base.
• Maintaining a Knowledge Base and Self-Service Resources
• Assist in the installation, configuration, and maintenance of API integrations for customers.
• Conduct remote sessions with customers to diagnose and resolve any issues.
• Collect feedback for product management and development teams based on customer interactions and common support trends.
• Monitoring and Reporting on Support Metrics (like resolution time and customer satisfaction)
• Stay up-to-date with the latest product releases, updates, and industry trends to provide accurate and relevant support.