Customer Support Specialist

Company Description

PWN-ALL, headquartered in Dubai, United Arab Emirates, is a licensed cybersecurity and software development company delivering advanced security and technology solutions to governments, enterprises, and high-value digital platforms worldwide. Specializing in areas such as penetration testing, ransomware recovery, smart contract auditing, and AI-driven cybersecurity, the company provides tailored solutions to safeguard critical digital infrastructures. With a focus on innovation and automation, PWN-ALL integrates artificial intelligence into its processes to enable real-time threat detection and efficient development cycles. Known for its expertise across industries like government, healthcare, finance, and large-scale crypto platforms, PWN-ALL prioritizes confidentiality, performance, and measurable outcomes in its engagements.

Role Description

This is a full-time on-site role for a Customer Support Specialist located in Dubai, United Arab Emirates. The Customer Support Specialist will serve as the primary point of contact for clients, focusing on addressing inquiries, resolving issues, and ensuring customer satisfaction. Responsibilities include providing high-quality technical support, analyzing customer concerns, and delivering effective solutions promptly. The role also entails maintaining clear communication with clients and collaborating with internal teams to continuously improve the customer experience.

Qualifications

• Proficiency in Customer Support and a strong focus on Customer Satisfaction.
• Excellent Interpersonal Skills and a customer-focused approach to service.
• Experience in delivering high-quality Technical Support and troubleshooting technical issues.
• Strong Analytical Skills to assess customer problems and identify effective solutions.
• Exceptional communication skills in English; proficiency in additional languages (Russian, Ukrainian, Polish, Korean) is a plus.
• Familiarity with cybersecurity or technical environments is beneficial.
• Ability to work effectively in an on-site, fast-paced environment with a commitment to meeting deadlines and achieving results.

• Ability to use AI tools to increase productivity

• Ability to listen, tolerate, and most importantly understand the client's needs

• Ability to handle conflict situations strictly according to internal guidelines

• Sense of humor is highly appreciated

• Response time within 3 minutes from client message

• Ability to maintain natural, human-like communication (no robotic replies)

• Proficiency with messaging platforms: Viber, KakaoTalk, WhatsApp, Telegram, Signal, WeChat, etc.

• Mandatory transition of all clients to Signal, including assisting them with setup

• Any rude or offensive language, even under provocation

• Inappropriate or unprofessional behavior

• Artificial delays without valid reason

• Ignoring clients

• Violation of internal communication standards and escalation procedures

• MacBook Air M4 13 and Google Pixel

• Salary: 8,500 AED / month

• Maximum yearly bonus: 10,000 AED

• 30 days paid vacation

• Health insurance (excluding dental)

• Meal allowance: up to 120 AED / day