Support Specialist

About Omniful:

Omniful gives businesses one place to run everything operations and supply chain. It brings together all of the operating systems that are normally scattered across a company, like Order Management, Shipping Gateway, Warehouse Management, Transportation Management, Supply Chain, Point of Sale and more. For the first time ever, you can manage and automate every part of the operations lifecycle in a single system.

Omniful enables retail, logistics, D2C brands, and e-commerce businesses to scale efficiently and enhance customer satisfaction through a unified, vertically integrated solution.

Based in Riyadh, KSA, Omniful has raised $10+M from the regions top investors RAED Ventures, VentureSouq, SEEDRA Ventures, Jahez Group, DASH Ventures, Bunat Ventures, Sanabil 500,and is considered one of the fastest-growing SaaS startups that came out of the MENA region.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @omniful.com or @omniful.ai addresses.

Role Overview:

As a Support Specialist at Omniful, you will be on the front lines of customer assistance, ensuring that users get timely help for any technical, operational, or product-related questions. You will handle incoming queries, troubleshoot common issues, and collaborate with the wider Support and Product teams to resolve more complex challenges. Your goal is to deliver an exceptional support experience and maintain high levels of customer satisfaction.

Key Responsibilities:

• Customer Issue Resolution:

  • Handle inbound support tickets and calls, providing clear and efficient resolutions to customer inquiries.

  • Diagnose and troubleshoot issues related to Omnifuls platform, escalating complex cases to Senior Support Specialists or the Product and Engineering teams when necessary.

  • Follow up with customers to ensure their issues are fully resolved and they are satisfied with the outcome.

• Knowledge Base & Documentation:

  • Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, guides, and best practices for common issues.

  • Document newly identified solutions and share them with the Support team to streamline future troubleshooting.

• Collaboration & Escalation:

  • Coordinate with colleagues in Product, Engineering, and Customer Success to address complex or urgent issues that require cross-functional expertise.

  • Provide timely updates to customers regarding the status of their escalated tickets and any next steps or temporary workarounds.

• Customer Feedback Loop:

  • Gather feedback from customer interactions and relay important insights to the Support Manager, Product teams, or other stakeholders.

  • Assist in spotting recurring issues or patterns that could indicate a broader product or training need.

• Quality & Efficiency:

  • Maintain high response and resolution rates in accordance with defined service-level agreements (SLAs).

  • Work towards continuous improvement in your own support metrics, such as first-response time, average handling time, and customer satisfaction scores.

• Ongoing Learning & Skill Development:

  • Stay updated on new Omniful product features, releases, and integrations.

  • Seek training and professional development opportunities to enhance technical troubleshooting and customer service skills.

Qualifications:

• Experience: 1-3+ years in a technical support, customer service, or related role, ideally within a SaaS, B2B technology, or supply chain environment.

• Technical Aptitude: Familiarity with ticketing systems, basic troubleshooting methods, and an eagerness to learn new technologies and tools.

• Communication Skills: Strong written and verbal communication abilities, comfortable engaging with customers who have varying levels of technical expertise.

• Problem-Solving: Proven track record of diagnosing and resolving issues quickly and accurately.

• Team Player: Willingness to collaborate with cross-functional teams to ensure customers get comprehensive solutions.

Key Competencies:

• Customer Empathy: Ability to understand the customers perspective, ensuring they feel supported and valued throughout the resolution process.

• Detail-Oriented: Thorough in documentation and troubleshooting steps to maintain accuracy and consistency in support interactions.

• Adaptability: Comfortable adjusting to process changes, product updates, or evolving customer needs in a fast-paced SaaS environment.

• Ownership & Accountability: Takes responsibility for assigned tickets and follows them through to resolution, escalating when necessary and keeping stakeholders informed.

Why Join Omniful?

• Impactful Work: Directly influence the growth of a fast-scaling company at the forefront of operations and supply chain management.

• Innovative Culture: Join a team committed to continuous improvement, creativity, and excellence.

• Growth Opportunity: Shape Omnifuls growth trajectory with significant influence over strategic revenue initiatives. How many companies in the market can you say has a global potential to reach hundreds of millions of dollars in annual revenue, from the region?

• Competitive Compensation: We offer a competitive salary, performance-based incentives, and equity options.

At Omniful, were building a culture that attracts and empowers the top 0.1% of smart relentless talent individuals who think and act with the ingenuity of hackers and the boldness of pirates. Here, high ownership, deep accountability, and a whatever it takes mentality arent just encouragedtheyre required! We cut through politics and bureaucracy to focus on what truly matters: solving complex challenges, driving meaningful impact, and creating the future of operations and supply chain management. If youre ready to break boundaries, collaborate with brilliant minds, and make a lasting legacy for decades to come, Omniful is where you belong.

If youre excited about helping customers resolve issues, learn new technologies, and help shape the way businesses run their operations, wed love to hear from you!