Support Specialist

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 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.Responsibilities:- 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.Requirements:- 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 rapidlyGreat 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 solutionsThe teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows and 3.30pm to 1.00am.In addition to a competitive salary, you’ll have access to an excellent benefits package, including:- 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