Technical Support Executive

Overview

Key Responsibilities

• Provide technical support to customers via phone, email, WhatsApp, and remote support tools.
• Diagnose, troubleshoot, and resolve software, application, and system-related issues.
• Assist customers with product installation, configuration, usage, and basic troubleshooting.
• Coordinate with internal Technical Support, QA, and Development teams for timely issue resolution.
• Escalate complex or unresolved issues to the appropriate technical teams and follow up until closure.
• Maintain accurate records of customer interactions, issue logs, and support tickets.
• Ensure adherence to defined response and resolution timelines as per company standards.
• Conduct regular follow-ups with customers to ensure issue resolution and customer satisfaction.
• Prepare and share daily, weekly, and monthly support reports and updates.
• Contribute to the improvement of support processes and customer experience initiatives.
• Stay updated on product features, enhancements, and technical documentation.

Language Skills

• Excellent verbal and written communication skills in:
• Arabic (Preferred)
• English (Mandatory)

Technical Skills

• Basic understanding of software applications, networking concepts, and troubleshooting methodologies.
• Experience with ticketing systems, CRM platforms, and remote support tools.
• Ability to analyze technical issues and provide effective solutions.
• Familiarity with SaaS products will be an added advantage.

Soft Skills

• Strong customer service orientation.
• Excellent problem-solving and analytical skills.
• Ability to multitask and work in a fast-paced environment.
• Good coordination and teamwork abilities.
• Strong organizational and documentation skills.

Experience

• 1–3 years of experience in Technical Support, Customer Support, Help Desk, or a similar role.
• Experience supporting international customers is preferred.

Working Hours

• Flexible to work in rotational shifts based on business requirements.

• First Response Time (FRT)

• Resolution Time

• Ticket Closure Rate

• Quality of Customer Communication