Technical Support Specialist

Job description / Role

Description

We are looking for a dedicated technical support engineer to join our team at Nawy Real Estate. The ideal candidate will be the first point of contact for users, providing top-notch assistance to ensure a seamless experience across all company platforms. You will handle initial inquiries, resolve common issues, and ensure that complex problems are correctly categorized and escalated to the technical team.

Responsibilities

• Serve as the first point of contact for customer inquiries via ticketing systems, phone, email, or chat.
• Troubleshoot and diagnose common technical problems such as login errors, access issues, and navigation problems.
• Follow established workflows and troubleshooting scripts to provide effective solutions in a timely manner.
• Escalate complex or unresolved issues to the senior technical support engineer for deeper investigation.
• Document and maintain records of all interactions with clear categorization and priority to build a knowledge base.
• Educate users on product features, self-service resources, and FAQs to optimize their usage of the system.
• Meet SLA targets for first response and resolution times to maintain high customer satisfaction.

Requirements

• Bachelor’s degree in computer science, information technology, or a related field.
• 1-2 years of experience in customer support, IT helpdesk, or a similar software environment.
• Strong communication skills in both English and Arabic, with a commitment to customer satisfaction.
• Basic technical knowledge of web browsers, mobile applications, and internet connectivity.
• Analytical thinker with strong problem-solving skills and high attention to detail.
• Ability to quickly learn company products, processes, and internal support tools.
• Experience with support tools such as Freshdesk or similar ticketing systems is a plus.