Customer Support Agent

Job Summary

Bevatel is looking for a motivated Customer Support Agent to join our dynamic team!

At Bevatel were committed to high-quality service continuous professional development and fostering a supportive team-oriented environment.

Responsibilities:

• Install build and maintain tools and systems for the Customer Experience department (including Customer Success & Support) including integrations to other platforms and vendors.
  
• Configure multiple systems Bevatel Business Chat customer service and third party integrations
  
• Create a system built for extracting relevant metrics to improve customer service and products.
  
• Implement agent workflows for an ever expanding line of products and services.
  
• Maintain and develop our Help Center and other content management systems
  
• Organize and prioritize feature implementation and as well team requests.
  
• Quickly respond to administrative requests such as onboarding and offboarding users agents and addressing systems related issues.
  
• Managing other administrators and other agent roles to their schedules queues and other responsibilities including work force management.
  
• Scale to a global level across multiple regions languages and time zones.
  

Requirements

• 1 - 2 years in a Post-Sales Customer environment.
  
• Experience working with customers and product-oriented data
  
• Got background in HTTP and APIs for understanding the customers requirements.
  
• You love to build. You have skills for configuring systems to their limits and when you hit a wall use your imagination to work around it with your team.
  
• Analytics skills to recognize customer support and success in existing tooling and recommend improvements.
  
• Positive problem solver who loves the challenge of advancing customer service beyond the status quo.
  
• You love to tinker and turn that tinkering into something amazing for your team at scale.
  

Required Skills:

Technical Skills Strong understanding of: Security Operations & Incident Response Networking (TCP/IP DNS HTTP TLS) Linux systems Hands-on experience with: SIEM platforms (Splunk Elastic Wazuh Sentinel QRadar etc.) EDR / Endpoint Security Firewalls WAFs IDS/IPS Experience analyzing: Logs network traffic alerts and system behavior Cloud & Modern Environments Experience with cloud environments (AWS GCP Cloudflare) Familiarity with containers and Kubernetes security is a plus Understanding of IAM API security and application logs Regulatory Awareness (Highly Preferred) Knowledge of Saudi cybersecurity regulations: NCA ECC / CCC SAMA CSF (for regulated environments) CST requirements Experience supporting regulatory audits is a strong advantage. Qualifications Bachelors degree in Computer Science Information Security or related field 36 years experience in SOC security operations or incident response Certifications (preferred but not mandatory): GCIA GCIH GCED CEH Security ISO 27001 or SOC-related certifications Soft Skills Strong analytical and problem-solving skills Ability to stay calm under pressure during incidents Clear documentation and communication skills Team player with a security-first mindset High sense of ownership and accountability

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