Support Engineer 1

This role involves providing technical support and customer service as a Support Engineer in Dubai, United Arab Emirates. The successful candidate will be a point of contact for customers, managing inquiries via multiple channels such as phone and electronic means. Key responsibilities include troubleshooting and resolving basic technical issues with the company's products, coordinating with more experienced colleagues to address routine problems, and documenting service requests and product information. The engineer will also assist in the creation of Knowledge Base articles and troubleshooting guides to enhance support resources.

Responsibilities

• Serves as a point of contact for customers and facilitates customer relationship building, fielding inquiries via phone, electronic, or in-person means.
• Provides technical support to customers by answering technical questions, troubleshooting and resolving simple issues related to assigned company's product(s).
• Follows up with customers on service requests to communicate resolutions and ensure all issues are resolved, escalating complex customer technical issues to appropriate technical teams for resolution as needed.
• Documents activities on service requests and/or product documentation, learning to leverage troubleshooting guides and/or Knowledge Base articles.
• Learns to prepare troubleshooting guides and/or create Knowledge Base articles for resolved issues.

Requirements

• 0 to 2+ years of experience in technical support or a related field.
• Proficiency in English and Arabic.
• Ability to learn new tools and processes aligned with industry trends and best practices as directed.
• Strong problem-solving skills and attention to detail.
• Ability to collaborate effectively with team members and stakeholders.