Customer Support

About Us:DirectFN is a leading Capital Market Industry (CMI) Financial Technology software and Content provider, company (now owned by Saudi Tadawul Group / WAMID) specializes in providing brokerage, asset, and custody management solutions, along with market information screens - as productized services. Our innovative products, services, and solutions empower both financial institutions and individuals to optimize their operations and enhance client satisfaction.I. JOB SUMMARYThe Customer Support representative at DirectFN provides frontline support to clients using DirectFN'sFinTech and FinCon products — handling enquiries, troubleshooting common issues, and ensuringrequests are resolved or escalated promptly. This client-facing role logs and tracks support requests,guides clients on product usage, and coordinates with internal technical and product teams to deliver atimely, professional support experience that protects client satisfaction across DirectFN's regional andglobal markets.II. KEY RESPONSIBILITIES1. Client Support & Enquiry Handling• Respond to client enquiries and support requests across phone, email, and support channels in atimely, professional manner.• Provide guidance on product features, navigation, and common usage questions for DirectFN'smarket data and financial content products.2. Issue Logging & Troubleshooting• Log, classify, and prioritize support requests accurately in the support or ticketing system.• Troubleshoot and resolve common issues, gathering complete information for cases that requireescalation.3. Escalation & Coordination• Escalate complex or unresolved issues to technical, product, or operations teams with clear,well-documented detail.• Follow up on escalated cases and keep clients informed of progress and resolution.4. Documentation & Knowledge• Maintain accurate records of client interactions and resolutions.• Contribute to the knowledge base of common questions and solutions.5. Continuous Improvement• Highlight recurring issues and client feedback to support and product teams.• Continuously build product knowledge to improve support quality and speed.III. QUALIFICATIONS & REQUIREMENTS• Education: Bachelor’s degree in Business, Information Technology, or a related field, or equivalentpractical experience.• Experience: 1–3 years in customer support, service desk, or client-facing roles, preferably infinancial services or technology.• Good problem-solving and client communication skills.• Familiarity with support tools or ticketing systems is an advantage.• Strong organizational skills and attention to detail.• Fluent in English and Arabic (spoken and written).V. CORE SKILLS• Customer Service: Handles client enquiries and issues professionally and promptly.• Problem-Solving: Diagnoses and resolves common product and access issues.• Communication: Communicates clearly and patiently with clients.• Coordination: Logs, tracks, and follows up on requests reliably.• Documentation: Maintains accurate support records and references.• Client Focus: Committed to a positive, timely client support experience.VI. KEY RESULT AREAS (KRAs)• Response Time: Client enquiries and requests handled within agreed timelines.• Resolution Quality: Effective first-level resolution and clear escalation where needed.• Client Satisfaction: High satisfaction from clients on support interactions.• Record Accuracy: Accurate support records and ticket data.• Continuous Improvement: Contribution to the knowledge base and recurring-issue reduction.