Support Manager

At JMK sourcing we provide professional and efficient support for startups scaleups and SMEs to help them grow their business. Our portfolio includes Customer Service Sales & Services and Data/Product entry. Our goal is to enable businesses for further growth by delivering excellent customer service strengthening customer relationships increasing revenue and providing comprehensive product details.

Tasks

1. Provide ondemand support through Intercom Whatsapp and Email to address customer queries and issues promptly.

2. Conduct onpremise onboarding sessions for clients based in Lebanon ensuring smooth integration and adoption of the clients solution

3. Generate weekly reports summarizing client issues requests and performance metrics to facilitate continuous improvement and client satisfaction.

4. Develop comprehensive Help Centers within the FleetRunnr portal using Intercom offering users easy access to relevant information and resources.

5. Create Changelog documents for each new software release detailing updates enhancements and bug fixes for transparent communication with clients.

6. Perform quality assurance testing to ensure the functionality usability and reliability of FleetRunnrs software and generate reports to document findings and recommendations.

7. Assist in building and running Simulations for clients showcasing FleetRunnr s routing solution based on their historical data.

Requirements

• Excellent Customer Support Customer Service and Customer Experience skills
• Good knowledge of Phone Etiquette and professional communication skills
• Ability to quickly learn and adapt to different computer and software systems
• Customerfocused and good problemsolving skills
• High accuracy and attention to detail
• Good time management skills and ability to prioritize tasks
• High School Diploma or equivalent
• Fluency in English (Written and Spoken) is a must
• Fluency in French (Written and Spoken) is a big plus