- Issue Resolution: Provide second line technical support to resolve customer issues related to Bareedi’s platform, employing diagnostic techniques, and utilizing your deep understanding of the technology stack from different channels.
- Technical Liaison: Act as the key technical contact between Post Connect’s and Beyon Connect’s for escalations, identifying critical issues and technical challenges.
- Documentation and Knowledge Sharing: Maintain and update a comprehensive knowledge base, developing troubleshooting guides, FAQs, and how-to documents for both customers and internal use.
- Continuous Improvement: Collaborate with the product development team to highlight recurring customer issues, contributing to the continuous improvement of Bareedi’s platform based on customer feedback and support experiences.
Educational Background: Bachelor’s degree in Computer Science, Information Technology, or related technical field.Technical Proficiency: Demonstrated expertise in software and hardware troubleshooting, with a strong foundation in network technologies, cloud services, and SaaS platforms.Experience: At least 3 years of experience in a customer support role within a technology or SaaS company, with a proven track record of resolving complex technical issues.Customer Service Excellence: Exceptional communication skills, with the ability to explain complex technical concepts in clear, simple terms to a non-technical audience.Analytical Skills: Strong analytical and problem-solving skills, with the ability to quickly diagnose and address technical issues.Team Player: Demonstrated ability to work collaboratively within cross-functional teams, contributing to a positive, supportive environment that encourages knowledge sharing and collective problem-solving.Language Skills: Proficiency in English and Arabic to effectively communicate with a diverse clientele.