Technical Customer Support Specialist

  • Full-Time
  • On-Site
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Job Description:

Job Summary

We are looking for a TA Customer Support Specialist with a solid foundation in web and mobile technologies to join our team. In this role, you will act as a key technical contact for our users, diagnosing software issues, analyzing logs and databases, and delivering clear, efficient technical support. You will bridge the gap between non-technical users and software engineering teams.

Key Responsibilities

  • Technical Troubleshooting: Diagnose, troubleshoot, and resolve technical issues reported across web and mobile (Android/iOS) applications.
  • Log & Database Analysis: Perform software debugging, log analysis, and execute SQL queries on relational databases to identify root causes of issues.
  • Customer Communication: Communicate technical concepts clearly, patiently, and concisely to non-technical users in both Arabic and English.
  • Ticket Management: Log, manage, prioritize, and track support requests through ticketing/help desk systems.
  • API & Integration Support: Inspect REST APIs, web services, and system integrations during the troubleshooting process.
  • Cross-Functional Collaboration: Work closely with software developers and product teams to report bugs, escalate complex cases, and verify fixes.
  • Continuous Learning: Rapidly learn and master new technologies, product features, and internal tools as they are updated.

Qualifications & Requirements

  • Education: Bachelor's degree in Information Technology (IT), Computer Science, or a related field.
  • Experience: Minimum of 1 year of hands-on experience in web and mobile application development.
  • Web & Mobile Tech:

    • Good knowledge of web application development technologies (HTML, CSS, JavaScript, APIs, etc.).
    • Good knowledge of mobile application development (Android and/or iOS).
  • Programming & Systems:

    • Basic knowledge of programming languages (e.g., C#, Java, JavaScript, Python, or similar).
    • Basic knowledge of REST APIs, web services, and system integrations.
  • Databases & Troubleshooting:

    • Good understanding of relational databases and SQL.
    • Solid understanding of software troubleshooting, debugging, and log analysis.
  • Language Skills: Fluent in both Arabic and English (written and verbal).
  • Soft Skills:

    • Strong customer service orientation with excellent technical communication skills for non-technical audiences.
    • Ability to work effectively both independently and collaboratively within a team environment.
    • High willingness and capability to learn new technologies and products quickly.

Preferred Qualifications (Nice to Have)

  • Familiarity with ticketing/help desk software (e.g., Jira Service Management, Zendesk, Freshdesk) and standard customer support processes.