We are looking for a detail-oriented and customer-focused Onboarding & Customer Support Specialist to ensure a smooth onboarding experience for new clients. This role plays a critical part in post-sales operations, client setup, partner coordination, and ongoing technical support, while maintaining high data accuracy across systems.

You will work closely with Sales, Account Management, Customer Success, and external partners to ensure clients are onboarded efficiently and receive timely support throughout their lifecycle.

Key Responsibilities

Client Onboarding & CRM Management

  • Update and maintain accurate client records in Pipedrive CRM after deal closure
  • Prepare and send Fortis agreements to clients for signature
  • Verify and update client information in coordination with customers

Partner Coordination

  • Initiate and follow up with Network International (NI) on client application approvals
  • Track approval statuses and ensure timely communication on approvals or rejections

Client Communication & Support

  • Act as a point of contact for onboarding-related queries
  • Respond promptly to client inquiries and provide basic technical support
  • Coordinate with Account Managers to schedule client training after device delivery

Technical & Backend Setup

  • Create backend credentials once MID and TID are generated
  • Set up merchant catalogs and ensure system readiness

Internal Tracking & Reporting

  • Maintain internal trackers to ensure data accuracy
  • Generate reports as required
  • Escalate issues or delays to the Customer Success Manager proactively

Key Performance Indicators (KPIs)

  • Onboarding Time: ≤ 7 days from verbal agreement to device delivery
  • Document Collection: ≤ 48 hours to collect and process required documents
  • Response Time: ≤ 3 hours to client inquiries
  • Accuracy: 100% accuracy in CRM updates, agreements, and reports
  • Client Satisfaction Score: ≥ 90%
  • Technical Resolution Time: 90% of issues resolved within 24 hours
  • Training Completion: 100% of clients trained post-device delivery

Requirements

Education

  • Bachelor’s degree in Business Administration or a related field

Experience

  • 1–2 years of experience in onboarding, customer success, operations, or technical support
  • Experience with CRM systems (Pipedrive is a strong plus)

Skills

  • Fluency in English (spoken and written) — required
  • Fluency in Arabic (spoken and written) — is an advantage
  • Strong communication and interpersonal skills
  • Excellent organizational and time-management abilities
  • Proficiency in Microsoft Office (Excel, Word, Outlook)
  • Basic technical troubleshooting skills

Personal Attributes

  • High attention to detail and accuracy
  • Proactive, reliable, and able to work under pressure
  • Customer-centric mindset with a strong problem-solving approach