Technical Support Specialist

Description

Key responsibilities:

• Respond promptly to technical support queries via phone, email, and chat.
• Diagnose software issues for customers.
• Guide users through step-by-step solutions in a clear and patient manner.
• Document technical issues and resolutions in the knowledge base and CRM systems.
• Collaborate with product and engineering teams to escalate and resolve complex issues.
• Test and report bugs or product defects discovered during support interactions.
• Stay updated on new product features, updates, and releases.
• Deliver exceptional customer service to ensure user satisfaction and retention.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 1-2 years of experience in technical support or IT helpdesk roles.
• Strong problem-solving and troubleshooting skills.
• Excellent communication skills in English; proficiency in Arabic is a plus.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce).
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Customer-oriented mindset with patience and professionalism.
• Six working days per week.
• Rotational shifts of 10 hours each.