About Us
mazeed is a financial management platform that helps businesses automate accounting, simplify tax compliance, and stay ready for e-invoicing through a combination of localized software (SaaS) and Finance-as-a-Service (FaaS). We work with SMEs and growing companies across the GCC, enabling them to operate with clarity, control, and confidence.
We are building the infrastructure for the next phase of financial compliance and digital transformation in the region, with a strong focus on e-invoicing and scalable financial operations
Job Purpose
The Client Support Specialist is responsible for handling first-line (Level 1) client support by addressing basic technical issues and managing client communication through the CRM system. The role ensures timely responses, efficient issue resolution, and a smooth client experience while escalating more complex technical matters to the relevant teams.
Primary Responsibilities
- Act as the first point of contact for clients through the CRM system (tickets, emails, chats).
- Handle and resolve Level 1 technical issues (basic troubleshooting and common system issues).
- Ensure all client inquiries are responded to within defined SLA timelines.
- Log, track, and update all client interactions and issues accurately in the CRM.
- Escalate complex or unresolved technical issues to Level 2 or relevant internal teams.
- Follow up with clients to confirm issue resolution and satisfaction.
- Maintain clear, professional, and proactive communication with clients.
- Support clients with basic system guidance and usage when needed.
- Ensure adherence to internal processes, support standards, and documentation practices.
Core Values
Being a mazeeder, our promise to customers, internal teams, HR and Leadership is to demonstrate our core values in our daily interactions and quality of work:
- Integrity
- Customer Obsession
- Simplicity
- Growth Mindset
- Innovation
- Empowerment
Essential Skills And Qualifications
- Bachelor's degree in Business Administration or a related field.
- 1–3 years of experience in client support, technical support, or helpdesk roles.
- Good command of English (Verbal & written)
- Very Good writing Arabic
- Familiarity with ERP platforms (e.g., Odoo, SAP, Oracle, or Microsoft Dynamics).
- Experience working with CRM or ticketing systems (e.g., Salesforce, HubSpot, Zendesk, or similar)..
- Basic understanding of SaaS products and how web-based systems function.
- Familiarity with handling Level 1 technical issues (login issues, user errors, basic system troubleshooting).
- Basic knowledge of troubleshooting steps (e.g., browser issues, cache clearing, connectivity checks).
- Customer-first mindset
- Excellent analytical and problem-solving capabilities.
- High attention to detail with strong organizational and follow up skills.
- Patience and empathy & high accountability
- Customer focused, proactive, and eager to learn ERP systems in depth.
- Strong sense of ownership & problem-solving mindset
