Support Specialist

Tsys; Dubai; On-site; AED 60,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

25 days annual holiday

Global career progression

Job summary

Como ищет организованного и аналитичного специалиста поддержки, который поможет клиентам настраивать и использовать нашу SaaS-платформу. В обязанности входит решение технических проблем, сопровождение клиентов и обучение их работе с продуктом.

Работа в динамичной команде, гибкость в общении с клиентами и стремление к высоким стандартам сервиса. Офис в Дубае, график с 15:30 до 01:00, полный рабочий день.

Qualifications

• Наличие степени BS в IT или компьютерных науках и 1–3 года опыта в техподдержке SaaS/облачных приложениях.
• Знание операционных систем, веб-сервисов и API.
• Умение устранять сложные программные проблемы.
• Опыт работы с такими инструментами как Postman, Kibana является плюсом.
• Отличные коммуникативные навыки на английском языке.

Responsibilities

• Обеспечивать быструю и эффективную поддержку клиентов.
• Диагностировать и решать технические проблемы, направлять клиентов по шагам устранения.
• Разбираться в функционале SaaS-платформы и обновлениях.
• Проводить обучение клиентов по использованию продукта.
• Собирать и сообщать обратную связь для улучшения продукта и процессов поддержки.
• Эскалировать сложные вопросы при необходимости.
• Взаимодействовать с командами Success, Product и Sales для обеспечения качественного сервиса.

Skills

Customer support

Technical troubleshooting

SaaS knowledge

Postman

Kibana

English proficiency

Team collaboration

Education

BS in Information Technology or Computer Science

Tools

Postman

Kibana

Job description

Описание

Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more. Are you looking for an opportunity to work in a fast-growing company in a positive and friendly team environment? If so, we may be the business for you! We are looking for an organized, analytical and empathetic Support Specialist with great technical, relational, and communicational skills to assist our clients with technical problems when using our products and services. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer support experience and respond to customer queries promptly and effectively.

Задачи

• 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 or unresolved issues to higher-level support or development teams as necessary.
• Follow up with customers to ensure their issues are fully resolved and they are satisfied with the support received.
• Contribute to the development and improvement of support processes and documentation.
• Work closely with other teams, such as Customer Success, Product Development, and Sales, to ensure a seamless customer experience.

Требования

• BS degree in Information Technology, Computer Science or equivalent 1-3 years of experience as a technical Support Specialist or similar CS role ideally in a software as a service (SaaS) or cloud applications environment
• Knowledge of operating systems, web services and API
• Ability to troubleshoot complex software issues.
• Previous experience with tools such as Postman, Kibana or similar is a plus.
• Excellent problem-solving skills and multi-tasking abilities
• Detail-oriented, analytical, and creative thinker
• Proficiency in English and with strong written and verbal communication skills
• Ability to work with cutting-edge technology and assimilate information rapidly
• Great Advantage: Basic coding abilities
• Multi-tasking, self-learning, highly motivated and a team player
• Reliable, organized, detail-oriented, independent, and self-motivated
• A can-do attitude
• Knowledge of the F&B and Retail industries and of customer engagement/loyalty solutions
• The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows and 3.30pm to 1.00am.

Условия

• Tier 1 medical insurance for team member and dependents upon joining (including dental and optical)
• A positive, productive, and energetic work environment!
• 25 days annual holiday
• Global career progression opportunities
• Wellbeing initiatives, regular social events and charitable initiatives to give back to our community
• Office with amazing views on JLT park, lake and Dubai Marina
• Exciting team-building activities