Customer Technical Support

Responsibilities:

✓ Respond to customer queries in a timely and accurate way, via phone, email or chat

✓ Conducts computer training needs assessment by collecting information on employee skillsets.

✓ Creates technical training programs according to requirements.

✓ Provides training schedules and agendas.

✓ Determines course content and objectives.

✓ Determines system utilization requirements by researching and testing systems.

✓ Evaluates technical employees and identifies areas needing improvement.

✓ Prepares training materials and sessions, in groups or individually.

✓ Reports data on completed courses, issues, and absences.

✓ Determines overall effectiveness of programs and training by listening to feedback and making improvements as necessary.

✓ Maintains technical knowledge by attending educational workshops and reviewing publications.

✓ Identify customer needs and help customers use specific features

✓ Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

✓ Update our internal databases with information about technical issues and useful discussions with customers

✓ Monitor customer complaints on social media and reach out to provide assistance

✓ Share feature requests and effective workarounds with team members

✓ Inform customers about new features and functionalities

✓ Follow up with customers to ensure their technical issues are resolved

✓ Gather customer feedback and share with our Product, Sales and Marketing teams

✓ Experience as a Customer Support Specialist or similar CS role

✓ Familiarity with our industry is a plus

✓ Experience using help desk software and remote support tools

✓ Understanding of how CRM, ERP systems work

✓ Excellent communication and problem-solving skills

✓ Multi-tasking abilities

✓ Research and identify solutions to software and hardware issues

✓ Diagnose and troubleshoot technical issues, including account setup and network configuration

✓ Ask customers targeted questions to quickly understand the root of the problem

✓ Track computer system issues through to resolution, within agreed time limits

✓ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

✓ Prioritize and manage several open issues at one time

✓ Document technical knowledge in the form of notes and manuals

✓ Systems analysis for new modules that are being developed or that we want to develop.

✓ Review and test updates in beta versions before submitting the version to the customer.

Job Requirements:

· Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience.

· At least 3 years of experience in this sector.

· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

· Hands-on experience with Windows/Linux/Mac OS environments

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and troubleshoot basic technical issues

· Familiarity with remote desktop applications and help desk software

· Excellent problem-solving and communication skills

· Ability to provide step-by-step technical help, both written and verbal

Technical Software Skills Requirements:

· Knowledge of frontend build tools and task runners.

· Experience with version control systems, such as Git.

· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

· Experience with jira, slack and Clickup platforms.

· knowledge of CICD tools for web application development lifecycle.

· Familiarity with tools such as JIRA, Confluence, Docker.

Personal skills:

· Excellent problem-solving skills and attention to detail.

· Positive attitude and deals with people in good manner.

· Problem solving skills.

· Arabic/English communication skills