alaa J.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Alaa N. is a seasoned Customer Success & Support Specialist based in Lebanon, bringing over 8 years of expertise in customer service, merchant support, and operations. Throughout a nearly three-year tenure at PayTabs, Alaa handled high-volume merchant inquiries and resolved complex payment and account issues via multiple communication channels including phone, email, chat, and WhatsApp. His robust understanding of payment processing and technical troubleshooting has been key in managing APIs, AVS mismatches, and integration issues with platforms like Shopify, Magento, and WHMCS. With a history in coordinating with Technical, Finance, and Sales teams, he excels in streamlining interactions to boost client satisfaction. Alaa also holds a Networking Certification from CISCO (CCNA) and a Bachelor’s degree in Business Marketing, emphasizing his solid foundation in technical and customer relation skills, supplemented by fluency in both Arabic and English.
Experience
Customer Service Representative
PayTabs Global · 2023 — 2026Addressed a high volume of merchant inquiries via WhatsApp, calls, and email, quickly resolving issues related to technical support and accounts. Managed complex support tickets focusing on payout delays, API integration errors, AVS mismatches, and currency enablement requests. Collaborated with Technical, Sales, and Finance teams to escalate issues as necessary, aiming to provide timely solutions. Monitored account setup, compliance requirements, refunds, payouts, and transaction investigations to uphold merchant trust. Provided assistance for Shopify, Magento, WHMCS, and Apple Pay integrations by offering detailed guidance and troubleshooting. Suggested workflow enhancements to address recurring issues, thereby improving merchant experiences. Established strong relationships with merchants through effective communication and personalized support during onboarding.Customer Service Officer
Touch Telecommunication · 2018 — 2023Addressed customer complaints by clarifying their concerns and identifying the underlying issues, providing solutions as needed. Suggested relevant products and services based on customer needs and available options. Managed complaints and service requests across multiple channels including phone, email, mail, and social media. Collaborated with the Customer Service Manager to uphold service quality and customer satisfaction.Contact Center Representative
Touch Telecommunication · 2017 — 2019Handled both inbound and outbound calls in a professional manner. Adhered to call-center procedures and scripts, adapting communication styles to meet varying customer needs. Clarified customer requirements, conducted research on issues, and provided appropriate solutions. Addressed complaints, offered alternatives, and followed up to ensure resolution. Identified chances to recommend or upsell relevant products and services.Technical Supervisor
AKORN Telecommunication (Alfa) · 2010 — 2011Oversaw network coverage and bridged performance while supporting troubleshooting tasks. Managed installation and performed technical checks related to connection stability and call quality. Conducted software and hardware assessments and created daily technical reports.
Skills & Expertise
Education
- Bachelor’s Degree in Business MarketingULF – Lebanon & France University of Technology and Science · 2010 — 2013
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