Sr. Technical Support Specialist

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Sr. Technical Support Specialist

Riyadh Customer Success – Technical Support / Full-Time / On-site

Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!

As a Senior Technical Support Specialist, you will assume a leadership role within the technical support team. In this position, you will be responsible for providing expert-level technical assistance to customers, mentoring specialist technical support employees, and driving continuous improvement initiatives. Your extensive technical knowledge, problem-solving abilities, and strong communication skills will contribute to delivering exceptional support and ensuring customer satisfaction.

1. Respond to customer inquiries and technical issues via various communication channels, including phone, email, and chat.
2. Provide technical training, instruction, and assistance to maintenance personnel; make work assignments.
3. Provide assistance and instructions to help solve problems.
4. Develop and update methods of communication and quick responses with the client.
5. Generate regular reports on customer inquiries, issue trends, and support metrics to identify areas for improvement.
6. Perform periodic supervisor duties with the team.
7. Alert team members of trending issues and share new-found knowledge as applicable.
8. Test and evaluate new hardware.
9. Manage multiple cases at one time.
10. Assist management in creating training materials pertaining to computer troubleshooting and usage.
11. Closely follow up on the official technical support email.
12. Review recordings and team conversations, correct errors, and respond to inquiries.
13. Perform other related duties as required.

Requirements and Qualifications

1. A university degree in computer science or network engineering is required.
2. Proficiency in point of sale (POS) systems.
3. 2 years experience in a technical support role, preferably in a SaaS or software company.
4. Strong interpersonal and communication skills.
5. Customer-service skills.
6. Strong issue analysis skills and extensive experience in the investigation of technical issues.
7. Working knowledge of CRMs and Knowledge systems - any major CRM or Knowledge system JIRA.
8. A strong sense of empathy with customers trying to use our products.
9. Ability to work independently and with others in a diverse team environment.

Compensation and Benefits

1. Competitive monthly salary.
2. Stock Option Plan.
3. Health insurance for the employee and their spouse and children.
4. GOSI registration.
5. 21 working days annual vacation.
6. Rewaa is a fast-growing company with great opportunities to develop.