Technical Support Engineer

Role Overview:
We are seeking a Technical Support Engineer with a strong background in eTendering and procurement workflows. This role involves providing expert-level technical support to clients, troubleshooting complex issues, and ensuring the seamless operation of Fortender’s platform. The ideal candidate will have hands-on experience in eTendering systems and a passion for delivering outstanding customer support.

Required Qualifications:

• Experience working with construction tenders.
• Knowledge of regional and international tendering and procurement regulations.
• Strong understanding of procurement and tendering frameworks, including evaluation techniques and compliance requirements.
• Excellent communication and presentation skills for training and client interactions.
• Ability to manage multiple clients and projects simultaneously while meeting deadlines.
• Provide first-line and advanced technical support to clients using Fortender’s eTendering platform.
• Diagnose, troubleshoot, and resolve software-related issues, escalating when necessary.
• Assist users in navigating the platform and utilizing its features effectively.
• Collaborate with the product and development teams to identify, replicate, and resolve system bugs or performance issues.
• Deliver training sessions and create user guides to help clients maximize platform usage.

Key Responsibilities:

1. eTendering Support:
   • Serve as the primary point of contact for clients regarding eTendering platform queries and issues.
   • Assist clients with tender creation, submission, and evaluation processes on the platform.
   • Troubleshoot technical issues to ensure a smooth eTendering experience for users.
2. Tendering Expertise:
   • Guide clients in implementing best practices for eTendering, with a focus on compliance and efficiency in the construction industry.
   • Ensure that clients understand and adhere to relevant procurement policies and regulations.
   • Publish tenders on behalf of clients.
3. Platform Management & Optimization:
   • Configure and maintain client accounts, ensuring their eTendering needs are met.
   • Analyze client feedback and platform usage to recommend improvements and new features.
4. Training & User Enablement:
   • Deliver training sessions, webinars, and workshops on platform usage and eTendering strategies.
   • Develop and update user manuals, training materials, and knowledge bases.
5. Collaboration & Feedback Loop:
   • Work with the product development team to relay client feedback and industry-specific requirements for platform enhancements.
   • Collaborate with sales and customer success teams to support new client onboarding and retention strategies.
6. Data Management & Reporting:
   • Support clients in analyzing tendering data and generating reports for decision-making.
   • Monitor platform usage metrics to identify trends and opportunities for user engagement.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in a technical support role, within eTendering or procurement construction platforms.
• Strong understanding of eTendering processes and procurement workflows.
• Proficiency in troubleshooting web-based platforms, APIs, and database systems.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work under pressure, prioritize tasks, and meet deadlines.
• Problem-solving mindset with attention to detail and a commitment to continuous learning.

Job Type: Full-time

Pay: AED5,000.00 - AED7,000.00 per month

Experience:

• Technical support in TENDERING: 2 years (Required)

Language:

• Arabic (Required)

Expected Start Date: 02/01/2025