Job Overview
We are seeking a proactive and customer-focused Technical Support Specialist to join our team. This role will be the first line of contact for customers experiencing technical issues, ensuring accurate troubleshooting, timely resolutions, and an exceptional service experience.
The position involves close collaboration with the Technical Support Team Lead as well as cross-functional teams including IT, Product, Operations, and Development to resolve escalated issues effectively.
Key Responsibilities
- Deliver first-level technical support to customers
- Troubleshoot issues related to website functionality, mobile applications, accounts, orders, and payments.
- Record and track support cases in the ticketing system (e.g., Jira).
- Escalate complex cases to senior support or development teams when necessary.
- Collaborate with internal teams to ensure smooth order processing and issue resolution.
- Identify recurring issues and contribute to building a structured knowledge base.
- Ensure adherence to SLAs and support quality standards.
- Participate in shift rotations for extended support coverage as needed.
- Stay up to date with new product features and platform updates.
What you'll be doing
Qualifications & Skills
- Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience)
- 12 years of experience in technical support, helpdesk, or customer-facing IT roles
- Familiarity with e-commerce platforms
- Strong analytical and troubleshooting skills
- Excellent written and verbal communication skills in English (Arabic is a plus)
- Ability to work in a fast-paced environment and manage multiple priorities.
- Customer-centric mindset with strong problem-solving ability
