Bilingual SaaS Support Specialist (EN/ES)

Global Payment Holding Company; Dubai; On-site; AED 100,000 - 145,000; Full time

Benefits offered by this job

Medical insurance

25 days annual leave

Career progression opportunities

Team building events

Job summary

Global Payments is seeking an organized, analytical, and empathetic Support Specialist to assist clients with technical problems in a SaaS environment. The role emphasizes prompt response, effective troubleshooting, and clear communication with both English- and Spanish-speaking customers.

You will maintain product knowledge, guide users through features, and collaborate with cross-functional teams to ensure customer success and rapid issue resolution.

Qualifications

• BS degree in Information Technology or Computer Science or equivalent.
• 1-3 years of experience in a technical Support Specialist role in SaaS or cloud environments.
• Knowledge of operating systems, web services, and API.

Responsibilities

• Provide prompt and effective support to customers.
• Diagnose and resolve technical issues guiding customers through troubleshooting steps.
• Maintain a deep understanding of the SaaS platform including features, functionalities and updates.
• Guide and train customers on how to use the product effectively.
• Gather and report customer feedback to help improve the product and support processes.
• Escalate complex issues to higher-level support or development teams as necessary.
• Follow up with customers to ensure issues are resolved and satisfaction.
• Contribute to the development and improvement of support processes and documentation.
• Work closely with Customer Success, Product Development and Sales to ensure a seamless customer experience.

Skills

Problem solving

English & Spanish

Analytical thinking

Customer empathy

Education

BS degree in IT/CS

Tools

Postman

Kibana

Job description

Global Payments is seeking an organized, analytical, and empathetic Support Specialist to assist clients with technical problems in a SaaS environment. The role emphasizes prompt response, effective troubleshooting, and clear communication with both English- and Spanish-speaking customers.

You will maintain product knowledge, guide users through features, and collaborate with cross-functional teams to ensure customer success and rapid issue resolution.