Customer Support Representative

About the role

DirectFN is seeking a Customer Support Representative to provide frontline assistance to clients using its FinTech and financial content products. The role involves handling enquiries, troubleshooting issues, and ensuring timely resolution or escalation.

Key responsibilities

• Respond to client enquiries via phone, email and support channels in a professional manner.
• Guide clients on product features, navigation and usage of market data and financial content solutions.
• Log, classify and prioritize support tickets accurately in the ticketing system.
• Troubleshoot common issues and gather detailed information for cases that require escalation.
• Escalate complex problems to technical, product or operations teams with clear documentation.
• Follow up on escalated cases and keep clients informed of progress.
• Maintain accurate records of interactions and contribute to the knowledge base.
• Identify recurring issues and provide feedback for continuous improvement.

Required profile

• Bachelor’s degree in Business, IT or a related field, or equivalent experience.
• 1–3 years of experience in customer support, service desk or client‑facing roles, preferably in financial services or technology.
• Strong problem‑solving abilities and excellent client communication skills.
• Fluent in English and Arabic, both spoken and written.

Required skills