Jobs Hashemite Kingdom of Jordan

User Support Agent (Intern/Trainee)

Job Title	User Support Agent (Intern/Trainee)
Employer	PIMFA
Adress: Country	Hashemite Kingdom of Jordan
Address: City	Amman
Work type	Full-time
Expected Salary	799 JOD
Posting Date	Tue Jun 10 2025
End Date	Sat Jun 28 2025

Description:

Join us as a Customer Support Specialist and become the go-to problem solver for our users. You’ll respond to incoming questions and requests with empathy, patience, and a genuine desire to help. Every day, you’ll respond to inquiries via email, chat, or phone with professionalism and empathy. You’ll guide users through troubleshooting steps, product questions, and account concerns with patience and clarity. You love finding answers — and when they don’t exist yet, you help create them. You’ll use tools like live chat, email, and phone support to communicate quickly and effectively. We value patience and the ability to stay calm under pressure, even when things get hectic. You’ll be a bridge between customers and our internal teams, turning feedback into action. You’re not afraid to say “let me check” and follow up when you promise.

Basic Qualifications:

• Troubleshoot product or service issues by walking customers through steps, offering solutions, or escalating to technical teams when needed.
• Contribute to support documentation and SOPs so processes remain consistent, scalable, and easy to onboard new team members.
• Adapt to changes in tools, policies, or processes with a growth mindset and a flexible approach.
• Monitor support channels and ticket queues throughout the day to maintain fast and consistent response times.
• Create or update internal FAQs, macros, or help center articles to reduce repetitive questions and empower self-service.

Preferred:

• Familiar with basic technical support workflows or able to learn product functionality quickly.
• Comfortable collaborating with other departments (tech, sales, product) to resolve complex issues.
• Willing to escalate issues when necessary and follow through on resolution timelines.
• Enjoys helping people and making a positive impact on customer experience.
• Can manage difficult conversations with professionalism and a solutions-first mindset.

Benefits:

• Your job is important — and we treat it like it is.
• Flexible hours — respond when you’re most focused, not just during office hours.
• You’ll never be asked to rush a response — quality and tone always come first.
• You’ll be trained, supported, and appreciated — not thrown into an inbox and forgotten.
• You’ll support users through live chat, email, or help desk — no cold calls, no scripts.

If a customer is upset, you know how to de-escalate and bring calm to the situation. You’re calm under pressure and know how to manage expectations when things get complicated. You love solving puzzles, asking smart questions, and digging into the “why” behind every problem. We’re big on feedback, and you’ll be a key voice in helping us improve the customer experience. You’ll track common issues and suggest improvements to make support smoother for everyone. Whether helping a beginner or a power user, you know how to adapt your tone and approach. We believe amazing support is a team effort — you’ll never be on your own. If you’re the type who genuinely enjoys being helpful, this is where you belong.