SaaS Support Specialist: Customer Success & Tech

Global Payments; Dubai; On-site; AED 89,000 - 156,000; Full time

Benefits offered by this job

Medical insurance for team and depend;

25 days annual holiday

Wellbeing initiatives & social events

Office with views on JLT park

Job summary

Como in Dubai is seeking an organized, analytical and empathetic Support Specialist to assist clients with technical problems when using our SaaS platform. You will diagnose issues, guide customers through troubleshooting steps, and maintain deep product knowledge.

You will work closely with Product Development and Customer Success to ensure a seamless customer experience, gather feedback, and help improve support processes; a BS in IT or CS and 1–3 years SaaS support preferred.

Qualifications

• Experience in SaaS or cloud applications environment.
• Ability to troubleshoot complex software issues.
• Knowledge of operating systems, web services and APIs.
• Excellent written and verbal English communication.

Responsibilities

• Provide prompt and effective support to customers.
• Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
• Maintain deep understanding of the SaaS platform, including features and updates.
• Guide and train customers on how to use the product effectively.
• Gather and report customer feedback to improve the product and support processes.

Skills

English proficiency

Problem-solving

Analytical thinking

Customer communication

Education

BS degree in Information Technology or Computer Science or equivalent

Tools

Postman

Kibana

Job description

Como in Dubai is seeking an organized, analytical and empathetic Support Specialist to assist clients with technical problems when using our SaaS platform. You will diagnose issues, guide customers through troubleshooting steps, and maintain deep product knowledge.

You will work closely with Product Development and Customer Success to ensure a seamless customer experience, gather feedback, and help improve support processes; a BS in IT or CS and 1–3 years SaaS support preferred.