Business Technical Support Specialist

Sahm Capital; Riyadh; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Business Technical Support Engineer L1 to join their dynamic team. In this role, you will leverage your troubleshooting skills to resolve customer issues effectively while gaining valuable exposure to financial markets and cutting-edge technologies. You will work closely with a team of experts, ensuring customer satisfaction through timely and accurate support. This position offers the chance to enhance your skills in a fast-paced environment, making a significant impact in the fintech sector. If you are organized, communicative, and eager to learn, this opportunity is perfect for you.

Qualifications

• 2-3 years of relevant work experience in IT support or fintech.
• Strong understanding of financial markets and trading.

Responsibilities

• Research, diagnose, troubleshoot, and resolve customer issues.
• Collaborate with Technical Support Engineer team for issue resolution.

Skills

Software Troubleshooting

Hardware Troubleshooting

Finance Knowledge

Trading Knowledge

Problem-Solving Skills

Communication Skills

Education

Bachelor's Degree in Computer Science

Tools

SQL

Business Support Systems (BSS)

Job description

Business Technical Support L1 Job Requirements

A Business Technical Support Engineer L1 will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware, following standard procedures to escalate unresolved issues to appropriate internal departments. You will collaborate with a Technical Support Engineer team, guided by experts and professionals, gaining on-the-job learning and exposure to financial markets, trading, mobile applications, and complex server architectures.

Educational Qualifications

Bachelor's degree (or above) in computer science or a related field.

Specific Knowledge

• Proficient in various software and hardware troubleshooting.
• Good knowledge of finance, trading, and banking.
• Strong understanding of financial markets.
• Knowledge of Business Support Systems (BSS).
• Basic IT knowledge including:
• Understanding of web/mobile application structures, front-end, back-end, and APIs.
• Understanding of SQL database queries.
• Understanding of server architectures.
• Ability to read logs and identify errors or abnormalities.
• Familiarity with data and development workflows.

Personal Traits and Attributes

• Organized and productive with multiple tasks.
• Ability to work independently.
• Good communication skills.
• Strong problem-solving skills.

Requirements

• 2-3 years of relevant work experience.
• Experience in system engineering, IT support, fintech, or banking industries.
• Experience with various systems, software, and hardware.
• Excellent written and verbal communication skills.
• In-depth knowledge of fintech applications.

Linguistic Competence

Proficient in both English and Arabic, with proven proficiency in English.

• Take ownership of customer issues and see them through to resolution.
• Research, diagnose, troubleshoot, and identify solutions.
• Assist the Client Care department in answering inquiries.
• Follow procedures for escalation of unresolved issues.
• Provide prompt and accurate feedback.
• Ensure proper recording and closure of issues.
• Prepare accurate reports.
• Document knowledge in knowledge base articles.
• Adhere to SLAs based on issue severity.