Customer Support Specialist

About the role

Lucidya is an AI‑native CX intelligence platform seeking a bilingual Customer Support Specialist to be the first point of contact for its global users. You will handle inquiries in Arabic and English, resolve issues, and ensure a positive experience across chat, email and ticketing channels.

Key responsibilities

• Respond to customer inquiries via live chat, email and ticketing system as the primary contact.
• Provide support in both Arabic and English, investigating and troubleshooting issues independently.
• Perform initial debugging and quality checks before escalating to Technical Support.
• Document interactions, steps taken and resolutions accurately in the ticketing platform.
• Set clear expectations, give timely updates and maintain proactive communication throughout the support process.
• Collaborate with Technical Support and Engineering teams to ensure swift issue resolution.
• Contribute to internal knowledge‑base articles and support documentation.
• Identify recurring problems and relay feedback to improve product quality and support processes.
• Participate in a rotational shift schedule, including evenings and weekends, to support 24/7 operations.

Required profile

• Fluent in Arabic and English with excellent written communication skills.
• Strong problem‑solving ability and capacity to work independently.
• Comfortable working in a fast‑paced, shift‑based environment.
• Detail‑oriented with a focus on accurate documentation.

Required skills