Product Support Specialist (Arabic Speaker)

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

Job summary

A technology solutions provider in Dubai is looking for a Product Support specialist. The role focuses on understanding and resolving functional issues raised by customers while ensuring effective communication with various departments. Candidates should have experience in mobile application support and be familiar with tools like JIRA and Zendesk. Strong communication skills and a proactive attitude are required for improving customer satisfaction. Knowledge of SQL and modern programming languages is a plus.

Qualifications

• Must have support and coordination experience in Mobile applications.
• Good communication skills are essential for customer interaction.
• Understanding of JIRA and exposure to team support tools is required.

Responsibilities

• Understand and analyze functional, performance, and UI issues raised by customers.
• Prioritize tickets based on business impact.
• Coordinate with Business/Development/QA teams to resolve issues.

Skills

Excellent communication (oral and written)

Support and coordination experience in Mobile applications

Understanding of JIRA and its workflow

Exposure to team collaboration tools like Zendesk

Knowledge of Scrum and Kanban methodologies

Programming experience in a modern language/framework

Knowledge of SQL and common database technology

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 team 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 language/framework such as Java, Node.JS, Go, Lambda, 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.