Product Enablement Specialist (Fresh Grad)

Summary/ Objective

Process and Flow of the product review, updates and publishing all frontline documentation in various formats, including written articles, presentations, interactive guides, internal product knowledge resources, training materials, and webinars. The role involves collecting and analyzing information from internal teams, ensuring documentation meets the needs of both support agents and external merchants. The Product Knowledge Specialist will ensure content accuracy, consistency, and availability in both English and Arabic, collaborating with relevant stakeholders to maintain a high standard of quality.

Essential Functions

• Documentation Review and Updates
• Review the published English and Arabic article monthly and update the Internal Team (Product) on the addition/Deletion and update the article for the internal team to re-publish.
• Handle the Checker level of the complaints report in the absence of the Officer in Charge and submit on a timely manner to the Legal and Compliance.
• Submit the monthly Chat report and its improvement in relations to Canned Response
• Maintained Status Page Portal and its publication content more so during the MICO related matter. This also requires communication with Internal Team if new Notification required to be published
• Support the OIC in relations to the enhancement of the Fresh Desk Tools such as update, communication to the 3rd party, review of the Approval Max for the expenses related to the tools and annual updates of the documentations required by the Department.
• Day to Day support of Live Chat and tickets handling primarily the KSA support.
• Provide Monthly report of Chat volume

• Stakeholder Collaboration:
• Coordinate with the Marketing Team to update the content of Support Channel such as FAQ.
• Support the CS Team members on the Chat support and communicate with Internal Team as follow up of the merchant/s concern.
• Suggest and discuss with OIC the possible improvements necessary for the Department.
• Support and Represent Department in Internal meetings.

• Knowledge Base Management:
• Expert in the solution article under business side of the merchant support.
• Understand clearly the internal support on where to follow up the results of the request
• Aware of the SLA when to escalate the case as necessary.
• Well, rounded on the Organization Structure of the Company

• Adhere the process:
• Follow the Customer Support/Success Policy and SLA
• Strictly follow processes and guidelines established by the line manager, ensuring all tasks meet organizational standards and expectations.
• Understand basic Technical inquiries that was written under the Article solution or should verify clearly technical issues with respective Technical Support Team

Competency:

1. Organize and pay attention to details as the writing requires correct grammar, spelling, and phrasing.
2. Can work under pressure without resistance as she can manage her time accordingly.
3. Excellent skills in MS Office such as Documents, Spreadsheets and PowerPoint.
4. Proficient in written and verbal communication in both English and Arabic.
5. Fast learner and adaptable to change.
6. Can manage to understand tools that are required to deliver the task.
7. Team player willing to be trained and train others.
8. Passion for dealing with customers and colleagues.
9. Comfortable working remotely with minimal supervision
10. Assigned task from time to time as needed.

Roles and Key KPIs

1. Documentation Accuracy: Ensure all articles are updated, clear, and aligned with the intended audience.
2. Content Accessibility: Deliver content in simplified formats for both internal and external users.
3. Content Performance: Monitor and analyze engagement with published content.
4. Collaboration: Align documentation with input from stakeholders without compromising data integrity.
5. Merchant Education: Develop and disseminate materials that support merchant onboarding and self-service.
6. Knowledge Sharing: Provide agents with the resources they need to address customer queries efficiently.
7. Professional Estimations: Work professionally with estimations and timelines to ensure deliverables are completed as planned.

Preferred Education and Experience

1. Bachelor's degree is a MUST.
2. 0-2 Years of experience in customer care role.
3. Proficiency in English and Arabic.

Additional Eligibility Qualifications

1. Familiarity with MS Teams and Office 365 tools.
2. Comfortable using and learning various technology platforms.