Offer summary

Qualifications:

Bachelor’s degree in computer science, Information Technology, or a related field., Minimum of 5 years of experience in technical support or a similar role., Strong understanding of software and hardware products with troubleshooting skills., Excellent communication and interpersonal skills, fluent in English/Arabic..

Key responsibilities:

Serve as a senior point of contact for customer inquiries and technical issues.

Provide L1/L2 technical support and troubleshoot software and hardware issues.

Mentor junior support engineers and assist in their professional development.

Document and track support tickets and collaborate with cross-functional teams to resolve customer issues.

Job description

Serve as a senior point of contact for customer inquiries, technical issues, and support requests.
Provide L1/ L2 technical support and troubleshooting.
Diagnose and troubleshoot software and hardware issues, both independently and in collaboration with the development team.
Ensure that RCA provided/documented for each critical incident.
Provide timely and effective solutions to complex customer problems, ensuring their satisfaction and success.
Mentor and provide guidance to junior support engineers, assisting in their professional development.
Document and track support tickets, issues, and resolutions in a CRM or support ticketing system.
Assist customers with product installations, configurations, and updates.
Offer training to customers on how to effectively use our software products.
Collaborate with cross-functional teams, including developers and QA engineers, to address and resolve customer issues.
Identify trends in customer support requests and work to improve product usability and customer experience.
Stay up to date with product knowledge and updates to provide accurate and helpful assistance.

Requirements

Bachelor’s degree in computer science, Information Technology, or a related field.
Minimum of 5 years of experience in technical support, help desk, or a similar role.
Strong understanding of software and hardware products and the ability to troubleshoot technical issues.
Good knowledge about infrastructure, networking, security, servers, DB, application servers, virtualization, cloud computing, etc.
Excellent communication and interpersonal skills to interact effectively with customers.
Familiarity with customer support tools , Ticketing systems and CRM systems.
Proven leadership abilities and experience mentoring junior support engineers.
Strong problem-solving and analytical skills.
Patience, empathy, and a customer-centric mindset.
Ability to work independently and as part of a team.
Excellent communication, Email and teamwork skills.
Detail-oriented and committed to delivering high-quality results.
Fluent English/Arabic level is required, both spoken and written.
Good understanding of SQL.
Experience with MS Azure, AWS or Google Cloud will be a plus.