The role provides first-line and advanced technical support for the company's digital platforms, including the website, mobile app, and justice services. The primary focus is on ensuring system stability, timely issue resolution, and a high-quality user experience.
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Key Responsibilities:
- Technical Support: Log, troubleshoot, and resolve user issues (access, navigation, errors, payments, authentication) via the Service Desk, meeting SLAs.
- System Monitoring: Track system performance and report critical outages.
- User Training: Conduct training sessions and create user guides, FAQs, and step-by-step instructions.
- Testing & Feedback: Collect user feedback, participate in User Acceptance Testing (UAT), and coordinate with IT teams and vendors.
- Incident Management: Identify recurring issues and escalate complex cases to L2/L3 support.
- Vendor Coordination: Work with vendors to resolve system issues and test updates.
- Documentation & Reporting: Maintain support records and prepare weekly/monthly performance reports.
Required Skills & Qualifications:
- Diploma/Bachelor’s in IT, Computer Science, or related field.
- 1–3 years of customer-facing technical support or service desk experience (minimum 4 years overall experience required).
- Strong knowledge of web and mobile applications; basic troubleshooting (network, browser, device compatibility).
- Familiarity with authentication systems (UAE Pass preferred).
- Excellent Arabic and English communication skills.
- Strong customer service, problem-solving abilities, and professionalism under pressure.
Preferred Certifications:
- ITIL Foundation
- Customer Service Excellence Certification
Language Requirements:
- Excellent proficiency in Arabic and English is essential.
