What Jobs are available for Regional 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.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 2 years of experience in customer service or technical support, preferably in a software environment.
• Demonstrated experience in troubleshooting software issues and providing solutions.
• Excellent written and verbal communication skills, with the ability to articulate technical information clearly.
• Strong problem-solving and analytical skills.
• Proficiency with help desk software and CRM systems.
• Ability to multitask and manage multiple support requests simultaneously.
• Patience, empathy, and a customer-centric approach.
• Self-motivated and able to work effectively in a remote setting.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk).

• Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
• Provide detailed product and service information to customers, guiding them through features and functionalities.
• Troubleshoot technical and non-technical issues, identifying root causes and implementing effective solutions.
• Escalate complex issues to appropriate departments or senior support staff when necessary.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Identify opportunities to improve the customer experience and suggest process enhancements.
• Adhere to company policies and procedures, ensuring customer satisfaction and retention.
• Contribute to team goals and objectives, collaborating with colleagues to share knowledge and best practices.
• Proactively identify potential customer pain points and provide feedback to relevant teams.
• Stay up-to-date with product updates and company offerings to provide accurate information.

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Minimum of 2 years of experience in a customer service or support role.
• Excellent verbal and written communication skills.
• Strong active listening and interpersonal skills.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Patience, empathy, and a customer-centric attitude.
• Strong problem-solving and analytical abilities.
• Ability to work independently and as part of a team.
• Familiarity with common technical troubleshooting steps is advantageous.

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Troubleshoot and resolve customer issues related to the company's software and services.
• Guide customers through product features and functionalities, providing clear and concise explanations.
• Document all customer interactions, issues, and resolutions in the CRM system accurately.
• Identify and escalate complex technical issues to appropriate internal teams.
• Contribute to the knowledge base by creating and updating help articles and FAQs.
• Gather customer feedback and share insights with product and development teams for service improvement.
• Proactively identify opportunities to improve the customer support process.
• Maintain a high level of customer satisfaction by delivering outstanding service.
• Adhere to company policies and procedures regarding customer support and data privacy.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.
• Collaborate with team members to share best practices and support each other.

• High school diploma or equivalent; an associate's or bachelor's degree is a plus.
• Minimum of 2 years of experience in a customer support or helpdesk role, preferably in a tech company.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to empathize with customers and remain calm under pressure.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage time effectively in a remote setting.
• Familiarity with SaaS products and software support is highly desirable.
• A positive attitude and a genuine desire to help customers.

• 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.