Job Purpose:
Receiving, prioritizing, documenting, and actively resolving requests from clients in a timely manner, ensuring full compliance with company’s rules and regulations.
Key Responsibilities:
- Providing timely and professional troubleshooting for all SABIS® software-related challenges to maintain continuous client operations
- Ensuring system efficiency and technology updates by deploying new software and modifications across the company's network
- Maintaining up-to-date knowledge about the latest SABIS® software releases and technological advancements, providing ongoing support to users when and as needed
- Understanding and following the established support process for problem resolution, escalation, logging, and reporting
- Receiving, validating, and resolving product defects and modification requests received from clients, ensuring resolutions align with the team's image
- Developing various tools and technical processes to proactively avoid, identify, and resolve potential issues and difficulties when and as needed
- Maintaining and utilizing a comprehensive support database to identify and address irregularities in company operations and software applications
- Conducting thorough analyses of issue origins to guarantee high customer satisfaction levels
- Contributing to the management support by supplying metrics and analyses that accurately represent the support process's effectiveness
- Providing guidance to junior support staff on addressing unresolved issues
- Maintaining and ensuring proper documentation of software development processes and tracking of all encountered challenges during process implementations
- Performing other related tasks as they arise and as delegated by the Management
Ideal Requirements:
- Bachelor’s Degree in Computer Science, Business Computing, Computer Engineering, or their equivalent
- English and Arabic Proficient
- A minimum of 3 to 5 years of experience in a relevant field
- Basic programming experience
- Good T-SQL knowledge
- Professional behavior and ethical conduct
- Delivering results
- Continuous improvement
- Accountability and taking ownership
- Attention to details and accuracy
- Strong interpersonal and communication skills