Software Technical Support Specialist
Work in Riyadh - Full-time position
Job Objective: Provide effective technical support to the company's clients to ensure efficient use of software products, resolve technical issues quickly, and improve the overall customer experience.
Tasks and Responsibilities:
- Receive technical support requests via phone, email, or ticketing systems.
- Diagnose technical issues related to software or operating environments and provide accurate solutions.
- Guide customers through correct usage steps and clarify features and settings.
- Document recurring issues and solutions within the knowledge base.
- Coordinate with the development team upon discovering software bugs and submit detailed reports.
- Monitor new product updates and releases and inform customers of developments.
- Adhere to Service Level Agreements (SLAs) and ensure issues are resolved within the specified time.
- Train new customers on using systems if necessary.
- Write or modify operation manuals for new and updated systems.
- Test new system updates.
Skills and Requirements:
- Practical experience in technical support and customer service in the software field.
- Sufficient understanding of technical environments (Windows / Networks / Databases / Office programs).
- Good knowledge of SQL and ability to execute basic queries.
- Strong analytical and problem-diagnosis skills.
- Excellent communication skills and ability to simplify technical information.
- Proficiency in using ticketing systems and communication tools.
- Ability to work under pressure and manage time efficiently.
Qualifications:
- Bachelor's degree in Information Technology, Software Engineering, Computer Science, or a related field.
- Or a Bachelor's degree in any field with relevant technical certifications or training.
- Good level of Arabic and English.
