Established in 2008, the company epitomizes customer-focused empowerment and commercial success through continuous innovation. The company makes best-in-class digital payment solutions available for all by attracting and leveraging the best creative and entrepreneurial talent in the market. Our solutions give any business the chance to get ahead and reach for more, no matter their size or maturity. Our technology mirrors our people: Smart, Innovative, and Forward Thinking.
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To maintain competitive advantage as we grow, we are currently looking for a new Technical Support Officer.
As a Customer Support Officer, you will handle clients’ inquiries and requests regarding the company POS products and overall incoming communication channels, acting as the first line of support for customers, with the primary goal of providing the best customer experience at all times.
Responsibilities:
- Handle and provide the correct answers for client inquiries received through Chat, Phone, and Email.
- Ensure a prompt response to all customer queries, escalate and follow up with concerned teams within the company if additional support is needed until case resolution is achieved.
- Communicate clearly and empathetically to both technical and non-technical users and provide solutions.
- Document issues and resolutions accurately, clearly, and in a timely manner within the ticketing system.
- Effectively triage the type of issue—misconfiguration, retraining, or software bug—and report it to the development team using internal tools.
- Retrain customers in software and hardware use when needed by demonstrating remotely and addressing customer questions.
Qualifications:
- 0-2 years’ experience in a support role in SAAS or Cloud-based POS.
- Bachelor’s degree or professional qualification in IT, Software, Engineering, Networking, or equivalent.
- High fluency in English, especially in verbal communication and typing.
- Native Arabic speaker.
- Flexible to work in different shifts in Riyadh.
- Experience with ECR, POS devices, and network printers is a plus.
- Experience with support ticketing systems is a plus.
- Experience with remote access software is a plus.
Values:
Our values guide how we think and act:
- Customer First: Embedded in our design thinking and customer service approach.
- Open: Openness allows us to constantly improve and evolve.
- Real: No jargon and no excuses!
- Bold: Constantly challenging ourselves and our way of thinking.
- Resilient: If we fail, we bounce back stronger than before.
- Collaborative: We know that we can achieve a lot more as a team.
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