Software Technical Support Specialist📣 Job Ad

About the Role

مؤسسة علم المكننة is seeking a Software Technical Support Specialist to join their team in Al Aqiq, Riyadh. This full-time position offers a salary range of SAR 3,750 to SAR 5,625 and is suitable for individuals with 0-3 years of experience.

Role Overview

The Software Technical Support Specialist will provide effective technical assistance to clients, ensuring they can efficiently utilize software products. The primary focus is on quickly resolving technical issues to enhance the overall customer experience and satisfaction.

Key Responsibilities

• Receive and manage technical support requests through various channels including phone, email, and ticketing systems.
• Diagnose technical issues related to software and operating environments, providing accurate and timely solutions.
• Guide clients on proper software usage, features, and settings.
• Document recurring issues and their resolutions in the company's knowledge base.
• Collaborate with the development team to report software bugs and provide detailed descriptions for resolution.
• Stay informed about product updates and new releases, communicating relevant developments to clients.
• Adhere to Service Level Agreements (SLA) to ensure prompt issue resolution.
• Provide training to new clients on system usage as needed.
• Create or modify operation manuals for new and updated systems.
• Test new system updates to ensure functionality and stability.

Qualifications and Experience

• Practical experience in technical support and customer service within the software industry.
• A solid understanding of technical environments, including Windows, networks, databases, and Office applications.
• Proficiency in SQL with the ability to execute basic queries.
• Strong analytical and problem-diagnosis capabilities.
• Excellent communication skills, with the ability to explain technical information clearly.
• Experience working with ticketing systems and communication tools.
• Ability to manage time effectively and perform under pressure.
• A Bachelor's degree in Information Technology, Software Engineering, Computer Science, or a related field.
• Alternatively, a Bachelor's degree in any field accompanied by relevant technical certifications or training.
• Proficiency in both Arabic and English is required.

Work Environment Details

This is a full-time position based in Al Aqiq, Riyadh. The role requires a dedicated individual who can contribute to a supportive client experience.