IT Engineer - Knowledge Transfer

Job description / Role

- Ensure the adoption and maximize the utilization of the service by the end customer. The goal is to ensure that Streamwide’s our solution features and functionalities are fully leveraged to achieve operational objectives.
- Minimize reliance on partner team (client’s) by equipping the customer with the necessary knowledge for self-sufficiency.
- Train staff to manage day-to-day operations effectively, including troubleshooting and incident resolution when necessary.
- Share lessons learned and best practices for addressing real-world scenarios, such as emergencies and peak-load situations.
- Handle tickets coming from internal and external customers regarding the product within SLA for our desktop, Android and iOS apps.
- Take end to end ownership of customer requests by following internal process
- Test and troubleshoot the issues reported by customers and provide the results to the technical teams
- Manage interactions with all teams involved in the product in order to solve the customer request
- Identify, track and report product issues
- Provide training to customers on product features when needed
- Create periodical reports, statistics and documentation related to customer support
- Escalates issues to supervisor when needed

- Minimum 2 years of customer support and Knowledge Transfer IT experience in a software company
- Passion for problem solving and investigation
- Excellent ability to communicate with customers in Arabic and English
- Excellent ability to communicate with customers by phone and in writing in Arabic and English languages
- Technical background is preferred
- Experience in a Customer Service Role and knowledge transfert concerning software products for desktop and mobile apps (Android/iOS)
- Analytical, pro-active, problem solving, positive attitude
- Ability to work under pressure and with tight deadlines
- Meticulous, organized and very attentive to details

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.