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Support Specialist
takepayments Limited
Dubai, UAE
Full Time
Entry
Onsite
1 months ago
Technical supportSaaSOperating systemsWeb servicesAPITroubleshooting
Free
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Technical supportSaaSOperating systems
About the Role
takepayments Limited (Como) seeks a Support Specialist to assist clients with technical issues on its SaaS platform for F&B and Retail. The role requires 1-3 years of technical support experience in a SaaS environment, knowledge of operating systems, web services, and API, and strong problem-solving skills.
Key Skills for This Role
Technical supportSaaSOperating systemsWeb servicesAPITroubleshooting
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 SaaS or cloud applications environment
- Knowledge of operating systems, web services and API
- Ability to troubleshoot complex software issues
- Excellent problem solving skills and multi tasking abilities
- Proficiency in English, with strong written and verbal communication skills
- Previous experience with tools such as Postman, Kibana or similar is a plus
- Basic coding abilities (advantage)
Full Job Posting
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.
- 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.
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, 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.
Benefits
- Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage).
- 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.
Work Timings
- The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows and 3.30pm to 1.00am.
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