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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 employess, 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. + Respond to customer inquiries and technical issues via various communication channels, including phone, email, and chat.
+ Provides technical training, instruction, and assistance to maintenance personnel; makes work assignments
+ Provide assistance and instructions to help problems
+ Developing and updating methods of communication and quick responses with the client
+ Generate regular reports on customer inquiries, issue trends, and support metrics to identify areas for improvement
+ Performs periodic supervisor duties with the team
+ Alert team members of trending issues and share new-found knowledge as applicable
+ Test and evaluate new hardware
+ Managing multiple cases at one time
+ Assist management in creating training materials pertaining to computer troubleshooting and usage
+ Close follow-up of the official technical support email
+ Reviewing recordings and team conversations, correcting errors, and responding to inquiries
+ Performs other related duties as required
Requirements and Qualifications
+ A university degree in computer science or network engineering is required
+ Proficiency in point of sale (POS) systems
+ 2 years experience technical support role, preferably in a SaaS or software company
+ Strong interpersonal and communication skills
+ Customer-service skills
+ Strong issue analysis skills and extensive experience in investigation of technical issues
+ Working knowledge of CRMs and Knowledge systems - any major CRM or Knowledge system JIRA
+ A strong sense of empathy with customers trying to use our products
+ Ability to work independently, with others in a diverse team environment
Compensation and Benefits
+ Competitive monthly salary
+ Stock Option Plan
+ Health insurance for the employee and their spouse and children
+ GOSI registration
+ 21 working days annual vacation
+ Rewaa is a fast-growing company with great opportunities to develop
