Key Responsibilities:
- Provide first-line technical support for websites, mobile apps, and digital services, assisting users with access, navigation, errors, and transactions.
- Log, manage, and resolve support requests via the Service Desk, adhering to SLAs and documenting all incidents.
- Monitor system performance and availability, reporting critical incidents as needed.
- Train users on system functionalities and create user manuals, guides, and FAQs.
- Collect user feedback, participate in User Acceptance Testing (UAT), and communicate system updates or outages.
- Identify recurring problems for long-term resolution and escalate complex issues appropriately.
- Coordinate with vendors and implementation partners to resolve system-related issues.
- Maintain detailed support records and prepare performance reports.
Required Skills & Qualifications:
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field.
- 13 years of experience in customer-facing technical support or service desk roles.
- Strong knowledge of web applications, mobile apps, and basic troubleshooting (network, browser, device compatibility).
- Familiarity with authentication systems is a plus.
- Excellent communication skills in both Arabic and English.
- Strong customer service and problem-solving abilities; able to remain professional under pressure.
Preferred Certifications:
- ITIL Foundation
- Customer Service Excellence Certification
