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