Customer Support Representative

Company Description Forge partners with accounting firms across the UAE to deliver modern, efficient financial and accounting services. The organization focuses on combining technology-driven solutions with professional expertise to streamline workflows and enhance client experiences. Team members collaborate with accounting professionals to support accurate, timely, and compliant financial operations. Forge values reliability, clear communication, and strong customer relationships, creating a supportive environment for remote team members. The company is committed to continuous improvement and adopting tools that help clients and staff work more effectively.
Role Description This is a full-time remote role for a Customer Support Representative. The person in this role will respond to customer inquiries via email, chat, and phone, ensuring timely and accurate resolutions to questions related to Forge’s services for UAE accounting firms. Responsibilities include troubleshooting basic issues, guiding customers through system features or processes, and escalating complex cases to the appropriate internal teams. The Customer Support Representative will track and document interactions, follow up to ensure customer satisfaction, and contribute feedback to improve service workflows, FAQs, and support documentation. Collaboration with accounting and operations teams is expected to ensure consistent, high-quality service and a positive customer experience.
Qualifications

• Strong Customer Support and Customer Service skills, with a focus on professionalism and reliability.
• Ability to drive Customer Satisfaction through empathy, patience, and proactive follow-up.
• Excellent Communication skills, including clear written and verbal interaction with diverse stakeholders.
• Basic Troubleshooting skills to identify issues, ask clarifying questions, and provide step-by-step guidance.
• Prior experience in customer-facing roles, ideally within professional services or technology-enabled environments.
• Comfort working remotely, with strong time management, organizational skills, and attention to detail.
• Familiarity with CRM or ticketing systems and standard office software tools.
• Relevant education or training in business, communications, or a related field; experience with accounting or financial services is an advantage.