Troubleshoot and diagnose technical problems with business applications.

Provide clear and concise instructions to customers to resolve technical issues.

Ensure the response time and successful resolution of customer issues within the imposed timeframe as per Service Level Agreement (SLA).

Escalate complex issues to senior technicians when necessary.

Maintain a positive and professional demeanor when interacting with customers.

Stay up-to-date on the latest technology trends and advancements.

Document technical issues and solutions for future reference.

Contribute to the development and improvement of team's knowledge base.

Ability to provide training, knowledge transfer and support to other team members

Minimum of 2+ years of hands-on experience in a technical support role.

Good analytical, problem-solving and troubleshooting skills.

Good sense of customer service, quality and process-oriented.

Good English communication (CEFR B1/IELTS 5.0/TOEIC 780 or above) and interpersonal skills.

Ability to communicate technical information in a non-technical language to users on both spoken and written.

Ability to work independently and as part of a team.

Capable and willing to work shifts, provide on-call support, go on-site or travel when required.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).

Experience with enterprise applications relevant to our industry is a plus.

Familiar with software development life cycle (RUP, Agile, Scrum, …) is a plus.

Understanding ITIL framework or principle of support service and experience in handling tickets within the SLAs

Why you'll love working here

Working in start-up environment, English-speaking, with opportunity to be part of innovation team and global projects.

Onsite opportunities in UAE (United Arab Emirates) and KSA (Kingdom of Saudi Arabia).

13th-month salary, performance bonus

Premium Health insurance for employees and family members (depending on level), Annual Health Check, Government Insurance in probation

14++ days of Annual leave and 5 days of Outing leave

Lunch allowance and free parking

Taxi & phone allowance (depending on level)

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