Technical Support Specialist

AlWatania Information Systems is committed to delivering exceptional technology solutions and services that empower our clients to excel. We are seeking a dedicated Technical Support Specialist to join our support team. In this role, you will be the first point of contact for clients seeking technical assistance and support for our products and services. Your primary responsibilities will include troubleshooting issues, providing solutions, and ensuring a high level of client satisfaction. With your technical expertise and customer service skills, you will play a vital role in enhancing the user experience and maintaining strong client relationships.

Responsibilities

• Provide timely and effective technical support to clients via phone, email, and chat.
• Troubleshoot hardware and software issues, diagnosing problems to determine effective solutions.
• Maintain detailed documentation of support requests, resolutions, and client interactions in the ticketing system.
• Assist clients with product installations, configurations, and upgrades.
• Collaborate with internal teams to escalate and resolve complex technical issues.
• Develop and maintain knowledge base articles and user guides for common issues and solutions.
• Conduct follow-ups with clients to ensure their issues are fully resolved and satisfaction is achieved.
• Stay current with new technologies and product updates to provide accurate support.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2+ years of experience in a technical support or helpdesk role.
• Strong understanding of hardware, software, and network troubleshooting.
• Excellent communication and interpersonal skills, with a customer-focused attitude.
• Proficiency in using support ticketing systems and knowledge management software.
• Ability to analyze and diagnose technical issues effectively.
• Familiarity with Windows and Linux operating systems is a plus.
• Experience with remote support tools and techniques.
• Strong organizational and time management skills, with the ability to handle multiple tasks.
• A positive attitude and the ability to work both independently and in a team environment.

Benefits

• Competitive salary
• Performance bonus
• Comprehensive medical insurance (A+)
• Training & development opportunities
• Clear career progression path