Technical Support Officer📣 Job Ad

About the Role

Geidea, established in 2008, is a leader in providing innovative digital payment solutions. The company focuses on customer empowerment and commercial success, leveraging creative and entrepreneurial talent to make advanced digital payment solutions accessible to businesses of all sizes. Geidea is seeking a motivated Technical Support Officer to join its team in Riyadh. This role serves as the primary point of contact for customers, addressing inquiries and requests related to Geidea's POS products and other communication channels. The main objective is to ensure a high level of customer satisfaction through prompt, accurate, and empathetic support.

Key Responsibilities

• Respond to client inquiries received via chat, phone, and email with accurate information.
• Provide timely responses to all customer queries and escalate issues to the appropriate internal teams when necessary, ensuring follow-up until resolution.
• Communicate effectively and empathetically with both technical and non-technical users to deliver solutions.
• Accurately document all issues and their resolutions within the ticketing system in a timely manner.
• Triage incoming issues, identifying them as misconfigurations, retraining needs, or software bugs, and report them to the development team using internal tools.
• Provide remote training to customers on software and hardware usage, addressing their questions and ensuring effective utilization of Geidea's products.

Qualifications and Requirements

• 0-2 years of experience in a support role, preferably within SAAS or Cloud-based POS environments.
• A Bachelor's degree or a professional qualification in IT, Software Engineering, Networking, or an equivalent field.
• High fluency in the English language, including strong verbal communication, listening, and typing skills.
• Native Arabic speaker.
• Flexibility to work in different shifts within Riyadh.
• Experience with ECR, POS devices, and network printers is considered a plus.
• Familiarity with support ticketing systems is a plus.
• Experience with remote access software is a plus.

Required Skills

• SAAS
• Cloud-based POS
• ECR
• POS devices
• Network printers
• Support ticketing systems
• Remote access software
• Customer Support
• Communication
• Problem-solving
• Documentation
• Triage

Work Location and Type

This is a full-time position based in Riyadh, Saudi Arabia. The role requires flexibility to work in different shifts within the Riyadh region.