Application Support Specialist📣 إعلان

About 2P Perfect Presentation

Since 2004, 2P Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape, providing integrated technology solutions. The company supports organizations in accelerating digital transformation and improving operational efficiency. With a foundation in innovation and service excellence, 2P delivers end-to-end solutions through its specialized business units and trusted market expertise.

The Application Support Specialist Role

2P Perfect Presentation is seeking a dedicated Application Support Specialist to join its team in Riyadh, Saudi Arabia. This full-time role focuses on providing technical support and operational monitoring for SMS, API, and Value-Added Services (VAS) platforms. The specialist will be responsible for ensuring service continuity and resolving technical issues within a dynamic support environment.

Key Responsibilities

• Provide first-line and second-line support to customers via phone, email, and designated support channels.
• Act as the primary helpdesk contact for customer inquiries, incidents, and complaints.
• Troubleshoot and resolve issues related to SMS services, SMPP connections, APIs, and web-based platforms.
• Monitor application performance, availability, and service health across production environments.
• Perform application testing, performance tuning, and incident resolution activities.
• Support customers during onboarding and guide them through service activation and usage.
• Investigate customer complaints, identify root causes, and provide effective solutions.
• Generate and analyze reports using SQL queries and database tools.
• Prepare technical documentation, user guides, and support reports.
• Monitor VAS SMS Gateways 24/7 and escalate critical issues when necessary.
• Collaborate with internal technical teams to ensure service continuity and customer satisfaction.
• Maintain accurate customer records and service logs.

Required Qualifications and Experience

• A minimum of 5 to 10 years of experience in a technical support or application support role.
• Demonstrated experience in customer support and handling technical inquiries.
• Proven ability to troubleshoot and resolve complex technical issues.

Essential Skills

• Strong troubleshooting and problem-solving capabilities.
• Proficiency in SQL for data querying and report generation.
• Ability to operate effectively within a 24/7 support environment.
• Knowledge of SMS services, SMPP connections, APIs, and web-based platforms.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia, and requires a commitment to maintaining high service levels within a 24/7 operational support framework. The role involves working collaboratively with internal technical teams to ensure continuous service delivery and customer satisfaction.