Frontline Support Specialist
$31,200–$31,200 year
On-siteCasablanca, Casablanca-Settat, Morocco
Job Summary
Frontline Support Specialist at Deliverect in Casablanca, full-time. The role centers on delivering exceptional customer experiences by acting as the primary contact for customers, resolving technical and administrative issues for SMB Deliverect accounts, and coordinating with internal teams to escalate complex problems. After an initial 3-month in-office onboarding, the position transitions to a hybrid schedule (3 days in Casablanca office, 2 days remote). Requirements include fluency in Arabic and English (French a plus) and a minimum of 2 years in customer support or SaaS-related roles, with emphasis on ownership, organization, clear communication, adaptability, collaboration, and problem-solving to maintain high CSAT and retention. The role involves substantial ticket management, proactive issue resolution, and support-process optimization across channels, with exposure to CX management tools and cross-functional coordination.
Required Qualifications
- 2+ years of experience in customer support, IT Helpdesk or solutions consulting (SaaS preferred)
- Fluency in Arabic and English (French a plus)
- Strong ownership and accountability for ticket follow-up and resolution
- Excellent organizational skills and ability to manage workload with CX management tools
- Strong communication skills to handle technical and customer issues
- Adaptability to provide stellar customer experience across channels
- Collaborative mindset with ability to work across teams
- Critical thinking and creative problem-solving for troubleshooting
- Autonomy and self-motivation to handle pushback or challenging issues
- Willingness to work in-office for an initial period with hybrid arrangement thereafter
Desired Qualifications
- 2+ years of experience in customer support, IT Helpdesk or solutions consulting (SaaS preferred)
- Fluency in Arabic and English (French a plus)
- Strong ownership and accountability for ticket follow-up and resolution
- Excellent organizational skills and ability to manage workload with CX management tools
- Strong communication skills to handle technical and customer issues
- Adaptability to provide stellar customer experience across channels
- Collaborative mindset with ability to work across teams
- Critical thinking and creative problem-solving for troubleshooting
- Autonomy and self-motivation to handle pushback or challenging issues
- Willingness to work in-office for an initial period with hybrid arrangement thereafter
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