Technical Support Executive

We are seeking a dedicated and customer-focused Technical Support Executive with proficiency in English to provide exceptional technical assistance to our customers. The ideal candidate will be responsible for resolving customer issues, ensuring timely support, and maintaining high levels of customer satisfaction through effective communication and technical troubleshooting.

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.
  
  

Key Performance Indicators (KPIs)

• First Response Time (FRT)
• Resolution Time
• Customer Satisfaction (CSAT)
• Ticket Closure Rate
• Quality of Customer Communication
• Support Documentation Accuracy