Software Technical Support Specialist

Job Objective: Provide effective technical support to clients to ensure efficient use of software products, quickly resolve technical issues, and enhance overall customer experience.

1.

Receive technical support requests via phone, email, or ticketing systems.

2.

Diagnose technical issues related to software or operating environments and provide accurate solutions.

3.

Guide clients on proper usage steps and clarify features and settings.

4.

Document recurring issues and solutions within the knowledge base.

5.

Coordinate with the development team upon discovering software bugs and submit detailed reports.

6.

Monitor updates and new releases of products and inform clients of developments.

7.

Adhere to Service Level Agreements (SLA) and ensure timely resolution of issues.

8.

Train new clients on system usage if necessary.

9.

Write or modify operation manuals for new and updated systems.

10.

Test new updates for the systems.

1.

Practical experience in technical support and customer service in the software field.

2.

Good understanding of technical environments (Windows / networks / databases / Office applications).

3.

Good knowledge of SQL and ability to execute basic queries.

4.

Strong analytical skills and problem diagnosis ability.

5.

Excellent communication skills and ability to simplify technical information.

6.

Proficiency in working with ticketing systems and communication tools.

7.

Ability to work under pressure and manage time effectively.

1.

Bachelor's degree in Information Technology, Software Engineering, Computer Science, or a related field.

2.

Or a Bachelor's degree in any field with certifications or training in a related technical field.

3.

Good level of proficiency in Arabic and English.