Technical Support Specialist
Role Overview
Al Watania Information Systems seeks a Technical Support Specialist to join its support team.
The specialist is the first point of contact for clients seeking technical assistance for products and services.
Primary responsibilities include troubleshooting issues, providing solutions, and ensuring high client satisfaction.
Key Skills for This Role
Full Job Posting
Role Overview
Al Watania Information Systems seeks a Technical Support Specialist to join its support team.
The specialist is the first point of contact for clients seeking technical assistance for products and services.
Primary responsibilities include troubleshooting issues, providing solutions, and ensuring high client satisfaction.
Responsibilities
- Provide timely and effective technical support to clients via phone, email, and chat.
- Troubleshoot hardware and software issues, diagnosing problems to determine effective solutions.
- Maintain detailed documentation of support requests, resolutions, and client interactions in the ticketing system.
- Assist clients with product installations, configurations, and upgrades.
- Collaborate with internal teams to escalate and resolve complex technical issues.
- Develop and maintain knowledge base articles and user guides for common issues and solutions.
- Conduct follow-ups with clients to ensure issues are fully resolved and satisfaction is achieved.
- Stay current with new technologies and product updates to provide accurate support.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2+ years of experience in a technical support or helpdesk role.
- Strong understanding of hardware, software, and network troubleshooting.
- Excellent communication and interpersonal skills with a customer-focused attitude.
- Proficiency in using support ticketing systems and knowledge management software.
- Ability to analyze and diagnose technical issues effectively.
- Familiarity with Windows and Linux operating systems is a plus.
- Experience with remote support tools and techniques.
- Strong organizational and time management skills with the ability to handle multiple tasks.
- Positive attitude and ability to work independently and in a team environment.
Benefits
- Competitive salary.
- Performance bonus.
- Comprehensive medical insurance (A+).
- Training and development opportunities.
- Clear career progression path.
About Al Watania Information Systems (Wisys)
Saudi IT services and consulting firm delivering SAP implementations, enterprise applications, infrastructure, and technology solutions to businesses.
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