Support Specialist [English & Spanish Speaking]

Global Payment Holding Company; Dubai; On-site; AED 100,000 - 145,000; Full time

Benefits offered by this job

Medical insurance

25 days annual leave

Career progression opportunities

Team building events

Job summary

Global Payments is seeking an organized, analytical, and empathetic Support Specialist to assist clients with technical problems in a SaaS environment. The role emphasizes prompt response, effective troubleshooting, and clear communication with both English- and Spanish-speaking customers.

You will maintain product knowledge, guide users through features, and collaborate with cross-functional teams to ensure customer success and rapid issue resolution.

Qualifications

• BS degree in Information Technology or Computer Science or equivalent.
• 1-3 years of experience in a technical Support Specialist role in SaaS or cloud environments.
• Knowledge of operating systems, web services, and API.

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

Skills

Problem solving

English & Spanish

Analytical thinking

Customer empathy

Education

BS degree in IT/CS

Tools

Postman

Kibana

Job description

Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

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. Comos 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 Spanish 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 youll 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

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .

Required Experience

IC