Technical Support Specialist

The Technical Support Specialist is essential in delivering a seamless customer experience by addressing and resolving basic technical issues related to our POS and cashier software. This role aims to provide timely, effective, and friendly support, ensuring that customers can use our products efficiently and confidently. By serving as the first point of contact for technical inquiries, the Specialist helps to build strong customer relationships, enhances overall satisfaction, and contributes to the retention and loyalty of our client base.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing clear and effective support for basic technical issues.
• Troubleshoot and resolve common software problems, including installation issues, user account management, and feature guidance.
• Educate customers on how to effectively use our software, including tips and best practices for optimizing their experience.
• Document customer interactions and resolutions in our support ticketing system for tracking and future reference.
• Collaborate with the Customer Experience team to identify patterns in support requests and contribute to the development of knowledge base articles and FAQs.
• Escalate complex issues to higher-tier support teams when necessary, ensuring a smooth handoff and follow-up with the customer.
• Stay updated on product features, enhancements, and industry trends to provide accurate and relevant support.
  
  

Requirements And Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• 2+ years of experience in technical support, preferably in a SaaS environment.
• Strong understanding of POS systems and cashier software.
• Excellent communication skills in Arabic and English, both written and verbal.
• Problem-solving mindset with a customer-centric approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in using support ticketing systems and CRM software.
  
  

Compensation And Benefits

• Competitive monthly salary.
• Good health insurance.
• 21 working-days annual vacation.
• Free parking space in the basement.