Support Specialist

Global Payments; Dubai; On-site; AED 89,000 - 134,000; Full time

Benefits offered by this job

Medical insurance

25 days annual leave

Career progression

Wellbeing programs

Team events

Job summary

Como is a fast-growing company delivering data-driven loyalty and engagement solutions for F&B and retail. We seek a customer-focused Support Specialist to assist clients with technical problems, respond to queries, and ensure a high-quality support experience.

You’ll work with cross-functional teams to resolve issues promptly and contribute to product improvements. The role requires a technical mindset, organizational skills, and a passion for technology and customer service.

Qualifications

• BS degree in Information Technology or Computer Science.
• 1–3 years of SaaS or cloud support experience.
• Knowledge of operating systems, web services and APIs.
• Ability to troubleshoot complex software issues.
• Experience with Postman or Kibana is a plus.
• Strong problem-solving and multitasking skills.
• 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 a 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.
• Escalate complex issues to higher-level support or development teams as needed.
• Follow up with customers to ensure issues are fully resolved.
• Contribute to the development and improvement of support processes and documentation.
• Collaborate with Customer Success, Product Development, and Sales to ensure a seamless experience.

Skills

Technical support

Analytical thinking

English communication

Customer service

Education

BS degree in IT or CS

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 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.

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