Officer Product Support📣 Job Ad

About Almosafer

Almosafer, Saudi Arabia’s leading travel company, plays a significant role in shaping the future of the travel industry. Serving millions across various segments of the travel and tourism ecosystem, Almosafer aims to make every journey seamless, personal, and purposeful. The company’s diverse platforms and services are designed to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region. Almosafer is united by a vision to be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence.

Officer Product Support

Almosafer is seeking an Officer Product Support to join its team in Riyadh. This full-time role focuses on providing first-line support for digital products, troubleshooting user issues, and ensuring the timely resolution of service requests. The primary objective is to deliver a seamless customer experience by addressing technical inquiries and product-related challenges effectively.

Key Responsibilities

• Receive and acknowledge incidents and service requests via the Jira Service Management Platform.
• Categorize and prioritize tickets based on impact and urgency.
• Perform initial troubleshooting using standard operating procedures and the knowledge base.
• Resolve common issues, including access and permission requests, basic configuration issues, and known product errors with documented solutions.
• Verify issue details by collecting relevant information such as screenshots, error messages, logs, and reproduction steps.
• Communicate regularly with users, providing status updates on their requests.
• Meet defined Service Level Agreement (SLA) targets for response and resolution times.
• Escalate unresolved or complex product-related issues to L2 or Product Support with comprehensive troubleshooting details.
• Document resolutions and contribute to the knowledge base for recurring issues.
• Monitor ticket queues to ensure all requests are addressed promptly and no delays occur.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field.
• 0–1 year of experience in Digital Application Support, Technical Support, Service Desk, or Application Support.
• Basic understanding of web application architecture.
• Ability to troubleshoot application-related issues by analyzing logs, user sessions, and error messages.

Required Skills

• Excellent analytical and troubleshooting skills.
• Strong customer service and communication skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Strong attention to detail and documentation skills.

Working at Almosafer

At Almosafer, teams operate with purpose, clarity, and a shared commitment to quality. Employees contribute to building platforms, supporting travelers, and shaping strategy, connecting their work to a broader vision. Across various functions and locations, Almosafer values accountability, trust, and collaboration, providing an environment where individuals can contribute meaningfully from their first day.