Job Opportunity at Labiba in Jordan: Technical Support Specialist
By: LabibaLast update:
Applicant criteria
NationalityJordan
SpecialityComputer and Information Sciences, Information Technology
Skills− Excellent verbal and written communication skills , Excellent problem-solving skills
Age
- No specific age required
Years of Experience
- 2-3
Gender
- Both
Opportunity criteria
Job Type
- Full time
Job locationJordan (Amman)
Needed documentsCV, Application form
Opportunity description
Labiba is offering a Job opportunity in Jordan as a Technical Support Specialist.
Duties & responsibilities
- Prioritize issues based on urgency and impact, adhering to defined service level agreements (SLAs).
- Escalate complex issues to Product Development or Project Management, providing detailed documentation for efficient resolution.
- Diagnose and resolve technical problems related to platform functionality, integrations, and configurations.
- Assist clients with platform setup, troubleshooting, and usage best practices.
- Conduct live troubleshooting sessions with clients to address critical or real-time issues.
- Monitor system health to identify potential issues before they impact clients or end users.
- Communicate proactively with clients about potential disruptions or updates.
- Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and training materials.
- Regularly update self-service resources based on new features, updates, and resolved issues.
- Share insights with the Customer Success Manager to align on solutions and best practices.
- Deliver training sessions to clients on new features and system updates.
- Support Customer Success initiatives by addressing technical aspects of client success plans.
- Gather and document client feedback on platform usability, identifying areas for improvement.
- Generate regular reports on ticket resolution times, support trends, and client satisfaction scores.
- Collaborate with Customer Success to share actionable insights that enhance client outcomes.
Eligibility criteria
- Bachelor’s degree in Computer Science, IT, or a related field.
- 2+years of experience in technical support or a similar role, preferably in SaaS or technology companies.
- Strong problem-solving skills and technical troubleshooting abilities.
- Excellent communication skills with the ability to explain technical concepts to non-technical users.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
- Basic understanding of chatbot platforms, APIs, or SaaS architecture is a plus.
About the organization
It is an all-in-one AI platform delivers an end-to-end solution, covering every aspect of customer communication in a single, intelligently designed platform.
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