Software Technical Support Specialist

Software Technical Support Specialist

Location: Riyadh - Full-time position

Job Objective: Provide effective technical support to clients to ensure efficient use of software products, quickly resolve technical issues, and enhance overall customer experience.

Responsibilities:

1. Receive technical support requests via phone, email, or ticketing systems.
2. Diagnose technical issues related to software or operating environments and provide accurate solutions.
3. Guide clients on proper usage steps and clarify features and settings.
4. Document recurring issues and solutions within the knowledge base.
5. Coordinate with the development team upon discovering software bugs and submit detailed reports.
6. Monitor updates and new releases of products and inform clients of developments.
7. Adhere to Service Level Agreements (SLA) and ensure timely resolution of issues.
8. Train new clients on system usage if necessary.
9. Write or modify operation manuals for new and updated systems.
10. Test new updates for the systems.