What Jobs are available for Level 1 Support in Bahrain?

About Us: , a pioneering leader in the online event guide and ticketing solution industry, has been revolutionizing the event landscape in the Gulf region since 2009. As the largest ticketing provider in the GCC, we proudly serve an extensive array of events across the United Arab Emirates, Saudi Arabia, Oman, Bahrain, Qatar, and Kuwait from our Dubai-based headquarters.

About the Role: We are looking for a Customer Support Agent to join our team and provide exceptional service for ticketing-related inquiries. The ideal candidate will handle a high volume of customer interactions across multiple channels, ensuring a seamless experience for event attendees across the GCC region.

Key Responsibilities:

• Manage customer inquiries via calls, emails, WhatsApp, social media, and Intercom.
• Assist customers with ticket purchases, refunds, and event-related issues.
• Provide real-time support during events, including troubleshooting ticketing issues.
• Collaborate with internal teams to resolve escalated concerns.
• Work flexible shifts, including evenings, weekends, and public holidays as required.
• Be available beyond standard working hours during peak event periods.
• Ensure a high level of customer satisfaction through timely and professional support.

• Language: Native Arabic speaker with fluency in English.

• Experience: Minimum 2 years in customer service, preferably in the ticketing or entertainment industry.

• Strong communication and problem-solving skills.
• Ability to work under pressure and handle high workloads.
• Flexibility in working different shifts and beyond regular hours when necessary.
• A team player with adaptability to changing schedules.

Preferred Qualifications:

• Candidates with experience in ticketing services, event management, or the entertainment industry will be given priority.
• Experience using Intercom (or similar customer support platforms) is a plus.
• Preferably experienced in handling inquiries via calls, emails, WhatsApp, live chat, and social media.
• Ability to work under pressure, especially during high-demand ticket sales and live event days, is preferred.

Growth Opportunities:

• Potential for cross-border responsibilities across the GCC region.
• Opportunity to expand expertise in ticketing platforms and event management.

Why Join Us?

• Work with a leading ticketing platform in the GCC.
• Gain valuable exposure to the entertainment and events industry.
• Enjoy a dynamic and flexible work environment with exciting opportunities.

• Responding to customer inquiries via phone, email, and chat.
• Resolving customer complaints and issues efficiently and effectively.
• Providing product and service information to customers.
• Processing orders, returns, and exchanges.
• Troubleshooting and resolving technical issues.
• Documenting customer interactions and feedback.
• Escalating complex issues to management or other departments.
• Gathering customer feedback to help improve products and services.
• Maintaining a high level of customer satisfaction.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues effectively and efficiently.
• Provide detailed information about products and services.
• Guide customers through processes and product usage.
• Document all customer interactions and resolutions in the CRM system.
• Identify and escalate complex issues to the appropriate departments.
• Gather customer feedback and report it to management for service improvement.
• Maintain a high level of product knowledge.
• Adhere to company policies and procedures for customer service.
• Contribute to team goals and initiatives.
• Upsell or cross-sell products/services when appropriate and beneficial to the customer.
• Ensure a positive customer experience at every touchpoint.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Previous experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Proficiency in using CRM software and helpdesk systems.
• Ability to multitask and manage time effectively.
• A positive attitude and a customer-centric approach.
• Ability to work independently and as part of a team in a remote setting.
• Typing speed of at least 40 WPM.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate department when necessary.
• Guide customers through product features, setup, and usage.
• Maintain customer records and update databases with interaction details.
• Identify trends in customer issues and provide feedback to relevant teams for product and service improvements.
• Educate customers on best practices and how to maximize their use of our client's offerings.
• Process customer requests, orders, or returns as needed.
• Contribute to the development of customer support documentation, FAQs, and knowledge base articles.
• Ensure a high level of customer satisfaction and build strong customer relationships.

• High school diploma or equivalent; some college coursework or a degree is a plus.
• Previous experience in customer service, technical support, or a related field is highly desirable.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a busy environment.
• Adaptability and willingness to learn about new products and services.
• Team player with a positive attitude.
• Familiarity with general IT troubleshooting is an advantage.

• Lead, manage, and mentor a team of customer support specialists.
• Oversee daily customer support operations, ensuring efficient and effective service delivery.
• Handle escalated customer inquiries and provide advanced problem resolution.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor key performance indicators (KPIs) for the support team and implement performance improvement plans.
• Conduct regular training sessions and provide coaching to enhance team skills.
• Collaborate with other departments to address customer feedback and improve products/services.
• Develop and maintain customer support documentation and knowledge base articles.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Report on team performance, customer feedback, and operational trends to management.

• Respond to customer inquiries and provide timely and accurate solutions via phone, email, and live chat.
• Troubleshoot and resolve customer issues related to products or services.
• Escalate complex issues to appropriate departments when necessary.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Educate customers on product features, services, and policies.
• Gather customer feedback and report recurring issues to management.
• Proactively identify opportunities to improve the customer experience.
• Assist with onboarding new customers and provide necessary support.
• Collaborate with internal teams to ensure customer satisfaction.
• Stay updated on product knowledge and company services.
• Adhere to established service level agreements (SLAs).
• Handle customer complaints with professionalism and empathy.

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Diagnose and resolve technical issues related to our software products, guiding users through troubleshooting steps.
• Provide clear and concise explanations of product features and functionalities.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Document all customer interactions, issues, and resolutions accurately in our ticketing system.
• Contribute to the knowledge base by creating and updating FAQs, guides, and tutorials.
• Proactively identify opportunities to improve customer satisfaction and product usability.
• Gather customer feedback and relay it to product development and management teams.
• Assist with customer onboarding and training sessions as needed.
• Maintain a high level of product knowledge and stay updated on new releases and features.
• Collaborate with team members to share best practices and improve support processes.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).

• Proven experience in a customer service or technical support role, preferably in the software industry.
• Excellent communication and active listening skills.
• Strong problem-solving and troubleshooting abilities.
• Familiarity with CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Proficiency in Microsoft Office Suite.
• Fluency in English is required; Arabic proficiency is a strong asset.
• A High School Diploma or equivalent is required; an Associate's or Bachelor's degree is a plus.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical and product-related issues for customers.
• Process customer orders, returns, and exchanges accurately.
• Escalate unresolved issues to senior support staff or relevant departments.
• Document all customer interactions and resolutions in the CRM system.
• Provide product information and guidance to customers.
• Contribute to the creation and maintenance of customer support documentation.
• Identify opportunities to improve customer service processes and workflows.
• Collaborate with internal teams to address customer concerns and feedback.
• Strive to achieve high customer satisfaction and Net Promoter Score (NPS) ratings.

• High school diploma or equivalent; some college education preferred.
• Previous experience in a customer service or technical support role.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a customer-centric attitude.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a dynamic environment.
• Patience, empathy, and a desire to help others.
• Ability to work effectively both independently and as part of a hybrid team.