Customer Support Specialist - Marn

The Customer Support Specialist is responsible for providing timely and effective operational and customer support across Marn products and services. The role handles customer inquiries through multiple channels, provides guidance on system and operational setup, troubleshoots product and integration issues, manages customer complaints and requests, and coordinates with internal teams to ensure timely resolution and a positive customer experience.

Key Responsibilities:

Customer Support Operations

• Respond promptly to customer inquiries received through official WhatsApp, email, phone, chat, and other approved support channels.

• Provide customers with guidance on dashboards, reports, system features, and operational procedures.

• Assist customers with printer installation and other required operational setup.

• Provide support related to ZATCA integration and other system or third-party integrations.

• Document customer interactions, requests, troubleshooting steps, and resolutions accurately in the relevant support systems.

Troubleshooting & Ticket Management

• Diagnose and resolve system, product, and operational issues related to Marn and third-party services.

• Manage support tickets, ensure accurate ticket routing, and follow up on outstanding issues.

• Escalate complex technical or system-related issues to the appropriate internal teams and follow up until resolution.

• Identify recurring issues and provide feedback to relevant teams to support continuous improvement.

Integration & Account Operations

• Support product synchronization and integration-related adjustments.

• Assist customers with operational updates, including business hours, logos, and other approved account or system configurations.

• Coordinate with relevant internal teams to resolve integration and configuration issues.

Complaints, Refunds & Cancellations

• Handle customer complaints professionally and in accordance with established procedures.

• Process and coordinate customer refund requests in line with applicable policies and approval requirements.

• Support Jahez contract cancellation requests and coordinate with the relevant teams to ensure proper processing and communication.

Customer Satisfaction & Service Quality

• Ensure customer issues and requests are handled in a timely and professional manner.

• Maintain a high level of customer satisfaction through effective communication and issue resolution.

• Gather customer feedback and communicate recurring concerns, service issues, and improvement opportunities to relevant teams.

• Maintain accurate records of customer interactions and resolutions.

Knowledge & Continuous Improvement

• Maintain up-to-date knowledge of Marn products, services, systems, integrations, and support procedures.

• Stay informed about new product features, tools, processes, and operational updates.

• Share relevant knowledge and solutions with team members to support consistent service delivery.

• Contribute to the improvement of support processes, FAQs, knowledge bases, and internal guidance materials.

  Reporting & Cross-Functional Collaboration

  • Track and report relevant support metrics, including response times, resolution times, ticket volumes, and customer feedback.

  • Work closely with Customer Success, Sales, Product, Engineering, Finance, and other relevant teams to resolve customer issues.

  • Provide feedback regarding common customer concerns, system issues, and feature requests.

  • Support other customer-facing teams when required to ensure a smooth customer experience.

  Shift Coverage

  • Work flexible schedules, including weekday and weekend shifts, according to business and operational requirements.

Academic Qualifications and Certification:

• Bachelor’s Degree in Business Administration, Communications, Management, or a related field.

Experience:

• Minimum of 1+ years in customer support or related role