Product Support Specialist

As a Product Support Specialist at Tarjama&, you will play a critical role in ensuring customer satisfaction and product success by delivering exceptional technical support and guidance to users of our products. With a focus on prompt issue resolution, proactive troubleshooting, and comprehensive documentation, the Product Support Specialist serves as a dedicated advocate for our customers, fostering positive relationships and enabling seamless product usage. By collaborating closely with internal teams and staying informed about product updates, the Product Support Specialist contributes to continuous product improvement and enhancement, ultimately driving customer loyalty and business growth.

Duties & Responsibilities  :

Technical Support:

• Serve as the initial point of contact for customers seeking assistance with our products, offering prompt and effective technical support via various channels including Jira (tickets), email, calls, or chat.

• Ensure meticulous logging of all customer issues (tickets) and linkage to the relevant development team backlog for swift resolution.

• Employ diagnostic tools and methodologies to effectively troubleshoot and resolve product-related issues, providing clear and timely communication regarding the details and expected resolution timelines.

Troubleshooting:

• Employ a systematic approach to diagnose and troubleshoot technical issues encountered by customers, demonstrating a deep understanding of our products and services.

Product Guidance:

• Provide comprehensive guidance and assistance to customers, empowering them to navigate and utilize our products effectively, thereby enhancing their overall experience and satisfaction.

Customer Issue Resolution:

• Investigate and address customer complaints or inquiries promptly and proficiently, employing a proactive and solution-oriented approach to ensure swift resolution and maximum customer satisfaction.

Documentation:

• Maintain meticulous documentation of all customer interactions, issues, and resolutions within the designated support ticketing system (Jira), ensuring accuracy, completeness, and ease of reference.

• Develop and maintain comprehensive user manuals and service documentation, encompassing detailed instructions and procedures for product usage. Continuously update existing documentation to reflect any changes or enhancements to our products, including the creation of instructional videos or screenshots to illustrate product features and usage scenarios effectively.

Collaboration:

• Foster seamless collaboration and communication with internal teams, including product development and quality assurance, to identify, address, and resolve product issues promptly and effectively.

Product Updates:

• Stay abreast of all product updates, new features, and enhancements through active participation in regular QA update sessions, ensuring a thorough understanding of product changes to provide accurate and up-to-date information to customers.

Product Testing and Feedback:

• Actively participate in product testing initiatives, meticulously evaluating product functionalities and performance to provide valuable feedback aimed at enhancing product quality and user experience.

Communication:

• Effectively communicate and disseminate information regarding new product features and updates to linguists and stakeholders, ensuring transparency, alignment, and a shared understanding of product developments and enhancements.

Data Protection:

• Handle queries or complaints on request by Tarjama, the controller, other person(s), or on its own initiative.

Requirements:
Education, Experience & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.

• 4-6 years of experience in a technical support role, preferably in a software or technology company.

• Proven track record of providing exceptional technical support to customers, demonstrating proficiency in issue resolution and customer satisfaction.

• Experience with ticketing systems such as Jira, as well as proficiency in email and chat support.

• Familiarity with diagnostic tools and methodologies for troubleshooting technical issues.

• Strong understanding of software products and services, with the ability to effectively guide customers through product features and usage.

• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely to customers.

• Strong problem-solving skills, with the ability to analyze complex technical issues and identify effective solutions.

• Attention to detail and accuracy, particularly in documenting customer interactions and resolutions.

• Ability to work collaboratively in a team environment, fostering effective communication and knowledge sharing.

• Proactive and customer-focused mindset, with a commitment to delivering exceptional service and support.

• Adaptability and willingness to learn new technologies and products, staying abreast of updates and enhancements.

• Understanding of data protection regulations and commitment to handling customer data securely and responsibly.

Excellent command of both spoken and written English and Arabic.