Description
This company is seeking a Technical/Sales Support Specialist to ensure customer satisfaction,
seamless onboarding, and adoption of our SaaS-based patient engagement platform.
Key Responsibilities:
● Customer onboarding – guide new users through the setup and ensure smooth adoption
of the platform.
● Provide technical support and resolve customer issues via email, chat, and phone.
● Educate users on best practices for maximizing the platform’s impact on patient
engagement.
● Monitor customer usage patterns and proactively address pain points.
● Work with customer success, sales, and product teams to enhance user experience.
● Document customer feedback and suggest product improvements based on real-world
challenges.
● Develop and maintain a knowledge base, including FAQs and troubleshooting guides.
● Support renewals and upsell opportunities
Requirements
Required Skills & Qualifications:
● 2+ years of experience in technical support, SaaS customer success, or sales
enablement.
● Languages: English and Arabic.
● Strong understanding of SaaS platforms, user adoption, and engagement strategies.
● Excellent communication skills with the ability to simplify technical concepts for non
technical users.
● Experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).
● Familiarity with CRM tools (e.g., Salesforce, HubSpot).
● Ability to analyze customer usage data and provide proactive engagement strategies.
● Strong problem-solving skills and a customer-first mindset.
● Experience in digital health, med-tech, or healthcare SaaS is a plus.
Software & Tools:
● CRM & Customer Success Platforms: Salesforce, HubSpot, Gainsight, Totango
● Support & Ticketing Systems: Zendesk, Intercom, Freshdesk, Jira Service Desk
● Data & Analytics: Google Analytics, Power BI, Tableau (basic knowledge preferred)
● Collaboration Tools: Slack, Zoom, Microsoft Teams
● Documentation & Knowledge Base: Notion, Confluence, Guru