naukri
أخصائي دعم فني (Software Technical Support Specialist)
Elm Almaknanah for IT
Riyadh, KSA
Full Time
Mid
Onsite
3 weeks ago
Technical SupportProblem SolvingDocumentationSoftware TroubleshootingCustomer ServiceSLA Management
Free
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Technical SupportProblem SolvingDocumentation
About the Role
أخصائي دعم فني (Software Technical Support Specialist) العمل في مدينة الرياض - وظيفة دوام كامل الهدف من الوظيفة: تقديم دعم فني فعّال لعملاء الشركة لضمان استخدام منتجات البرمجيات.
Key Skills for This Role
Technical SupportProblem SolvingDocumentationSoftware TroubleshootingCustomer ServiceSLA Management
Responsibilities
- Receive technical support requests via phone, email, or ticketing system
- Diagnose software and environment issues and provide accurate solutions
- Guide clients on proper usage and features
- Document recurring issues and solutions in knowledge base
- Coordinate with development team on bugs and detailed reports
- Adhere to SLA and ensure timely resolution
Requirements
- Experience in technical support for software products
- Strong problem solving and diagnostic skills
- Ability to document issues and solutions
- Coordination with development team
Full Job Posting
Job Purpose
- Provide effective technical support to clients to ensure efficient use of software products, solve technical problems quickly, and improve customer experience.
Key Responsibilities
- Receive technical support requests via phone, email, or ticketing system.
- Diagnose software and environment issues and provide accurate solutions.
- Guide clients on proper usage and features.
- Document recurring issues and solutions in knowledge base.
- Coordinate with development team on bugs and detailed reports.
- Follow updates and new releases and inform clients.
- Adhere to SLA and ensure timely resolution.
- Train new clients on systems if needed.
- Write or update operation manuals for new and updated systems.
- Test new system updates.
Requirements
- Experience in technical support for software products.
- Strong problem solving and diagnostic skills.
- Ability to document issues and solutions.
- Coordination with development team.
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