AlWatania Information Systems is committed to delivering exceptional technology solutions and services that empower our clients to excel. We are seeking a dedicated Technical Support Specialist to join our support team. In this role, you will be the first point of contact for clients seeking technical assistance and support for our products and services. Your primary responsibilities will include troubleshooting issues, providing solutions, and ensuring a high level of client satisfaction. With your technical expertise and customer service skills, you will play a vital role in enhancing the user experience and maintaining strong client relationships.
Responsibilities
- Provide timely and effective technical support to clients via phone, email, and chat.
- Troubleshoot hardware and software issues, diagnosing problems to determine effective solutions.
- Maintain detailed documentation of support requests, resolutions, and client interactions in the ticketing system.
- Assist clients with product installations, configurations, and upgrades.
- Collaborate with internal teams to escalate and resolve complex technical issues.
- Develop and maintain knowledge base articles and user guides for common issues and solutions.
- Conduct follow-ups with clients to ensure their issues are fully resolved and satisfaction is achieved.
- Stay current with new technologies and product updates to provide accurate support.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 2+ years of experience in a technical support or helpdesk role.
- Strong understanding of hardware, software, and network troubleshooting.
- Excellent communication and interpersonal skills, with a customer-focused attitude.
- Proficiency in using support ticketing systems and knowledge management software.
- Ability to analyze and diagnose technical issues effectively.
- Familiarity with Windows and Linux operating systems is a plus.
- Experience with remote support tools and techniques.
- Strong organizational and time management skills, with the ability to handle multiple tasks.
- A positive attitude and the ability to work both independently and in a team environment.
Benefits
- Competitive salary
- Performance bonus
- Comprehensive medical insurance (A+)
- Training & development opportunities
- Clear career progression path
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or a related field
- 2+ years of experience in a technical support or helpdesk role
- Strong understanding of hardware, software, and network troubleshooting
- Excellent communication and interpersonal skills with a customer-focused attitude
- Proficiency in support ticketing systems and knowledge management software
- Ability to analyze and diagnose technical issues effectively
- Familiarity with Windows and Linux operating systems
- Experience with remote support tools and techniques
- Strong organizational and time management skills with the ability to handle multiple tasks
- Ability to work independently and in a team environment
What We Do
Al Watania Information Systems (Wisys) was founded in 1999 to specialize in information systems and business solutions using cutting-edge technologies. The company focuses on SAP systems like SAP Business One, SuccessFactors, and S/4HANA, catering to large, medium, and small businesses. Our vision: "To be the best choice for our partners in providing information systems services and business solutions." Our mission: "To provide information systems services and business solutions based on best practices in a work environment that fosters creativity." Our objectives: As a Saudi company, Wisys plays a key role in achieving the Kingdom's Vision 2030. Key objectives include: Implementing SAP ERP systems. Adhering to global standards. Improving client work procedures. Achieving client satisfaction by aligning systems with business goals. Providing a positive work environment for employees.
