Technical Support Specialist

About the Role

We are seeking a Technical Support Specialist to join our team in Riyadh. This full-time role focuses on providing essential technical and operational support for a platform and application used in field surveys. The specialist will ensure the continuous readiness and reliable operation of these tools, contributing to the smooth flow of field inputs.

User and Platform Support Responsibilities

• Troubleshoot issues related to data entry, account activation, survey and task access, and general platform or application usage.
• Manage user accounts by creating, updating, and deactivating them, and granting permissions based on requests from the platform project manager.
• Enter and update entity, location, and user data, and upload standard survey templates and operational configurations.
• Verify the availability of surveys, questions, options, and tasks for users, and test image submission, upload, and site recording functionalities.
• Confirm that completed surveys are retained and accessible, and investigate concurrent, lost, or duplicate submissions in coordination with the technical team.

Incident Management and Testing

• Document incident details, including timing, affected users, and related surveys or tasks, attaching evidence and resolution steps, and prioritizing based on operational impact.
• Resolve issues within authorized permissions, escalate software incidents, track solutions, and inform affected parties.
• Test fixes and updates prior to user release, verify resolution, and document test results.
• Monitor needs identified by supervisors and field operations, referring issues requiring decisions or development to the platform project manager.
• Support data access and export, document technical discrepancies for specialists, and prepare reports on incident trends and operational obstacles.

User Guidance and Documentation

• Provide practical guidance on platform and application usage.
• Prepare concise instructions to address frequent questions and common errors encountered by users.

Work Environment

This is a full-time position based in Riyadh, focusing on maintaining operational continuity and supporting users of critical field survey tools.

Application Process

Candidates interested in this role are encouraged to apply.