Product Support Specialist (Arabic Speaker)

Dicetek LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology company in Dubai is seeking a Product Support professional. In this role, you will manage customer issues, prioritize tasks based on business impact, and collaborate across teams for timely resolutions. The ideal candidate has strong communication skills, knowledge in mobile applications, and familiarity with tools like JIRA and Zendesk.

Qualifications

• Proven experience in technical support and coordination of mobile applications.
• Excellent communication and organization skills.
• Understanding of support tracking tools.

Responsibilities

• Understand and categorize functional and technical issues from customers.
• Prioritize issues based on Business Impact.
• Coordinate with teams to resolve issues promptly.

Skills

Excellent communication skills

Support experience in Mobile applications

JIRA knowledge

Familiarity with Zendesk, ALM, Confluence

Exposure to Scrum and Kanban methodologies

Programming knowledge (Java, Node.JS, Python)

SQL knowledge

Infrastructure knowledge including RESTful APIs

Job description

Product Support

Roles and Responsibilities

• Able to understand and bifurcate the functional, performance, UI and technical issues raised by customers.
• Able to prioritize logged tickets based on Business Impact.
• Should be proactive in coordinating and communicating with Business/Development/QA to get issues resolved within the stipulated timeframe.
• The ability to understand business from customer perspective and help in expediting the process for better customer satisfaction.
• Liaise with other teams within and outside the Digital unit to negotiate dependencies
• Drive forward and role-model best practice in technical support engineering processes and Agile behavior and ensuring teams members follow suit
• Responsible to manage and maintain release notes and document all the change sets
  
  

Skills And Background

• Excellent communication (oral and written) and organization skills.
• Must have support and coordination experience in Mobile applications.
• Must have good understanding of JIRA and the workflow involved.
• Must have working exposure to various team collaboration and support tracking tools like Zendesk, ALM, Confluence etc.
• Good exposure on both Scrum and Kanban methodologies
• Good to have a programming experience in at least 1 modern programming languages/ frameworks such as Java Node.JS, Go Lang, Python, or others.
• Good knowledge of SQL and one common database technology, such as Oracle, MySQL
• Infrastructure knowledge including RESTful APIs, SOAP Apis, Single Sign On, LDAP, Search Technologies