The Support Specialist will be responsible for delivering high-quality assistance to Presto’s
customers, couriers, and partners. This role focuses on managing multi-channel support
interactions, resolving inquiries efficiently, and contributing to the overall customer experience.
The Support Specialist plays a key role in maintaining operational consistency by adhering to
established workflows and service standards while escalating complex issues as needed.

Duties and Responsibilities:
1. Support Delivery and Case Management
• Manage incoming requests through chat, email, and phone using Zendesk.
• Provide timely, accurate, and empathetic support related to orders, payments,
deliveries, and platform usage.
• Document cases thoroughly, ensuring correct categorization and resolution.
• Escalate complex or unresolved issues to the appropriate teams and follow up to
resolution.

2. Customer Experience and Communication
• Maintain clear, professional, and approachable communication aligned with Presto’s
brand voice.
• Adapt communication style to suit different users, including customers, couriers, and
partners.
• Collect and communicate recurring issues or customer feedback to help improve service
delivery.
3. Collaboration and Continuous Improvement:

• Work closely with internal teams, including Operations, Product, and Quality, to resolve
issues and implement improvements.
• Contribute to the support knowledge base by documenting solutions and best practices.
• Support training initiatives by sharing insights and feedback with team leads.

4. Adherence to KPIs and Processes
• Follow support workflows, SLAs, and escalation procedures diligently.
• Meet or exceed key performance indicators such as response time, resolution rates, and
customer satisfaction.
• Participate in team meetings and training sessions to continuously enhance skills and
service quality.

Essential Experience, Knowledge, and Skills
• Fluency in Arabic, French, and English (written and spoken) is required.
• Experience in customer or technical support, preferably with ticketing tools like Zendesk.
• Strong communication, problem-solving, and organizational skills.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• A customer-centric mindset with patience, empathy, and a proactive approach.
• Willingness to learn and adapt in a dynamic operational context.