We are looking for a detail-oriented and customer-focused Onboarding & Customer Support Specialist to ensure a smooth onboarding experience for new clients. This role plays a critical part in post-sales operations, client setup, partner coordination, and ongoing technical support, while maintaining high data accuracy across systems.
You will work closely with Sales, Account Management, Customer Success, and external partners to ensure clients are onboarded efficiently and receive timely support throughout their lifecycle.
Key Responsibilities
Client Onboarding & CRM Management
Update and maintain accurate client records in CRM after deal closure
Prepare and send Fortis agreements to clients for signature
Verify and update client information in coordination with customers
Partner Coordination
Initiate and follow up with Network International (NI) on client application approvals
Track approval statuses and ensure timely communication on approvals or rejections
Client Communication & Support
Act as a point of contact for onboarding-related queries
Respond promptly to client inquiries and provide basic technical support
Coordinate with Account Managers to schedule client training after device delivery
Technical & Backend Setup
Create backend credentials once MID and TID are generated
Set up merchant catalogs and ensure system readiness
Internal Tracking & Reporting
Maintain internal trackers to ensure data accuracy
Generate reports as required
Escalate issues or delays to the Customer Success Manager proactively
Key Performance Indicators (KPIs)
Onboarding Time: ≤ 7 days from verbal agreement to device delivery
Document Collection: ≤ 48 hours to collect and process required documents
Response Time: ≤ 3 hours to client inquiries
Accuracy: 100% accuracy in CRM updates, agreements, and reports
Client Satisfaction Score: ≥ 90%
Technical Resolution Time: 90% of issues resolved within 24 hours
Training Completion: 100% of clients trained post-device delivery
Requirements
Education
Bachelor’s degree in Business Administration or a related field
Experience
1–2 years of experience in onboarding, customer success, operations, or technical support
Experience with CRM systems (Pipedrive is a strong plus)
Skills
Fluency in English (spoken and written) — required
Fluency in Arabic (spoken and written) — is an advantage
Strong communication and interpersonal skills
Excellent organizational and time-management abilities
Proficiency in Microsoft Office (Excel, Word, Outlook)
Basic technical troubleshooting skills
Personal Attributes
High attention to detail and accuracy
Proactive, reliable, and able to work under pressure
Customer-centric mindset with a strong problem-solving approach