Product Support Specialist (Arabic Speaker)

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

Job summary

A technology solutions company in Dubai is seeking a Product Support professional to manage customer issues related to mobile applications. The ideal candidate will have strong communication and organization skills, experience with JIRA, and familiarity with Agile methodologies. Responsibilities include issue categorization, coordination with other teams, and documentation of change sets. Competitive package offered.

Qualifications

• Excellent oral and written communication skills are essential.
• Experience in Mobile application support and coordination is a must.
• Must understand JIRA and its workflows.

Responsibilities

• Understand and categorize customer-reported issues.
• Prioritize tickets based on business impact.
• Coordinate with teams for timely issue resolution.

Skills

Excellent communication skills

Support and coordination experience in Mobile applications

Good understanding of JIRA

Exposure to collaboration tools like Zendesk

Familiarity with Scrum and Kanban methodologies

Programming experience in modern languages (Java, Python, etc.)

Knowledge of SQL and database technologies

Infrastructure knowledge (RESTful APIs, LDAP)

Tools

JIRA

Zendesk

ALM

Confluence

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