Technical Support Specialist

Providing technical and operational support to users of the platform from supervisors and project teams, and monitoring the readiness of the platform and application to implement field surveys. Responsibilities include receiving and resolving issues within their permissions, documenting incidents, and escalating them to the technical team until closure, which supports operational continuity and the safe arrival of field inputs.

Responsibilities:

1. User Support: Troubleshooting issues related to data entry, activating accounts, accessing surveys and tasks, and utilizing the platform and application.
2. Account Management and Permissions: Creating, updating, and deactivating user accounts, and granting permissions based on requests from the project manager of the platform.
3. Platform Preparation: Inputting and updating data for entities, locations, and users, and uploading standard survey templates and their operational configurations, based on permissions and standard procedures.
4. Testing Operational Readiness: Ensuring the availability of surveys, questions, options, and tasks for users, and testing the sending and uploading of images and recording the site upon their subscription.
5. Monitoring Input Arrivals: Verifying the preservation of executed surveys and their availability on the platform, and monitoring issues of concurrent submissions or lost inputs or their repetition in coordination with the technical team.
6. Receiving and Documenting Incidents: Recording the issue and its occurrence time, the affected user, and the survey or task related to it, and attaching images and steps for issue resolution and prioritizing it based on its impact on operations.
7. Issue Resolution and Escalation: Solving available operational issues within their permissions, and escalating the software incidents to the technical team with clear information, and monitoring the solution and informing the affected parties about the incident.
8. Testing Fixes and Updates: Experiencing solutions and updates before making them available to users according to the testing plan, and verifying the resolution of the issue and documenting the test results.
9. User Training: Providing practical guidance for using the platform and application, and preparing concise instructions for frequently asked questions and common errors.
10. Coordination with the Completion Team: Monitoring the technical needs and issues raised by supervisors and field operations, and escalating what requires a decision or development to the project manager of the platform.
11. Assisting the Performance Team and Data Analysis: Addressing difficulties in accessing data and exporting it, and documenting the apparent technical discrepancies and referring them to specialists.
12. Preparing Regular Reports: Providing summaries of open and closed incidents and recurring issues and obstacles affecting operations, along with suggested improvements to facilitate usage.

Skills

Required Qualifications and Skills:

• Relevant qualification in information technology or computing, or relevant work experience.
• Experience in supporting electronic platforms and mobile applications and managing user accounts.
• Ability to diagnose issues and document them clearly for the technical team.
• Excellent communication and training skills, and ability to interact with users under operational pressure.
• Adherence to data confidentiality and procedures granted by permissions.