Technical Support

Are you ready to join a dynamic Swedish SaaS company that's making waves across Europe, the US, and the Middle East? We're looking for an exceptional Tech Support Agent who can help drive our growth and success in the MENA region !

The Technical Support role is essential for ensuring that clients receive the highest level of service and support for their software and telecommunications needs. This position involves troubleshooting technical issues, providing guidance on software usage, and ensuring customer satisfaction. The ideal candidate will possess a blend of technical knowledge and customer service skills, enabling them to effectively address client concerns and enhance their overall experience.

Responsibilities:

1. Provide first-level technical support to clients via phone, email, and chat.
2. Diagnose and resolve technical issues related to software applications and telecommunications systems.
3. Document all support interactions and maintain accurate records of issues and resolutions.
4. Collaborate with the development team to escalate unresolved issues and provide feedback for product improvements.
5. Conduct training sessions for clients to enhance their understanding of software features and functionalities.
6. Monitor system performance and proactively identify potential issues before they impact clients.
7. Assist in the creation of user guides and technical documentation for clients.
8. Stay updated on industry trends and emerging technologies to provide informed support.
9. Participate in team meetings to discuss ongoing projects and share insights on client feedback.
10. . Ensure compliance with company policies and procedures while handling client interactions.

Preferred Candidate:

1. Strong problem-solving skills and the ability to think critically under pressure.
2. Excellent verbal and written communication skills.
3. Proven ability to work independently and as part of a team.
4. Customer-oriented mindset with a passion for helping others.
5. Adaptability to learn new technologies and software quickly.
6. Experience in a technical support role or similar environment.
7. Ability to manage multiple tasks and prioritize effectively.
8. Familiarity with ticketing systems and customer relationship management (CRM) tools.
9. Basic understanding of networking concepts and telecommunications.
10. Willingness to work flexible hours, including evenings and weekends if necessary.