أخصائي دعم العملاء

Verdacert is a certified translation service focused on the MENA region, delivering USCIS-accepted translations for immigration filings, court proceedings, university applications, and medical documentation. We're hiring a Customer Support Specialist to be the first point of contact for customers navigating time-sensitive, high-stakes document translation orders — many of whom are working against an immigration deadline or court date.

What you'll do

• Respond to customer inquiries via email and chat regarding order status, pricing, turnaround times, and document requirements
• Guide customers through the upload, quote, and payment process, troubleshooting file format or upload issues as they arise
• Coordinate with reviewers and internal teams to track rush and same-day orders and proactively flag delays
• Explain certification, notarization, and add-on service options clearly to non-technical customers
• Handle refund, retranslation, and revision requests according to company policy
• Escalate complex or sensitive cases (e.g., disputed translations, urgent deadline conflicts) to the appropriate team member

What we're looking for

• Prior experience in a customer support, customer service, or client-facing role
• Excellent written communication skills, with the ability to explain process and policy clearly and calmly
• Comfort working with a queue of time-sensitive tickets and shifting priorities
• Strong attention to detail, especially with names, dates, and document specifics
• Basic proficiency with helpdesk or CRM tools (or a demonstrated ability to learn new software quickly)
• Empathy and patience when working with customers who may be stressed about an upcoming deadline

Nice to have

• Fluency or working proficiency in Arabic, Farsi, Urdu, Dari, Pashto, or Turkish
• Prior experience in immigration services, legal support, or translation/localization industries
• Experience supporting customers across evening or weekend shifts