Overview
Customer & Technical Support Job Description Jobs in Doha, Qatar at Innova Wide
Title: Customer & Technical Support Job Description
Company: Innova Wide
Location: Doha, Qatar
Responsibilities:
✓ Respond to customer queries in a timely and accurate way, via phone, email or chat
✓ Conducts computer training needs assessment by collecting information on employee skillsets.
✓ Creates technical training programs according to requirements.
✓ Provides training schedules and agendas.
✓ Determines course content and objectives.
✓ Determines system utilization requirements by researching and testing systems.
✓ Evaluates technical employees and identifies areas needing improvement.
✓ Prepares training materials and sessions, in groups or individually.
✓ Reports data on completed courses, issues, and absences.
✓ Determines overall effectiveness of programs and training by listening to feedback and making improvements as necessary.
✓ Maintains technical knowledge by attending educational workshops and reviewing publications.
✓ Identify customer needs and help customers use specific features
✓ Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
✓ Update our internal databases with information about technical issues and useful discussions with customers
✓ Monitor customer complaints on social media and reach out to provide assistance
✓ Share feature requests and effective workarounds with team members
✓ Inform customers about new features and functionalities
✓ Follow up with customers to ensure their technical issues are resolved
✓ Gather customer feedback and share with our Product, Sales and Marketing teams
✓ Experience as a Customer Support Specialist or similar CS role
✓ Familiarity with our industry is a plus
✓ Experience using help desk software and remote support tools
✓ Understanding of how CRM, ERP systems work
✓ Excellent communication and problem-solving skills
✓ Multi-tasking abilities
✓ Research and identify solutions to software and hardware issues
✓ Diagnose and troubleshoot technical issues, including account setup and network configuration
✓ Ask customers targeted questions to quickly understand the root of the problem
✓ Track computer system issues through to resolution, within agreed time limits
✓ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
✓ Prioritize and manage several open issues at one time
✓ Document technical knowledge in the form of notes and manuals
✓ Systems analysis for new modules that are being developed or that we want to develop.
✓ Review and test updates in beta versions before submitting the version to the customer.
Job Requirements:
· Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent practical experience.
· At least 3 years of experience in this sector.
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
· Hands-on experience with Windows/Linux/Mac OS environments
· Good understanding of computer systems, mobile devices and other tech products
· Ability to diagnose and troubleshoot basic technical issues
· Familiarity with remote desktop applications and help desk software
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
Technical Software Skills Requirements:
· Knowledge of frontend build tools and task runners.
· Experience with version control systems, such as Git.
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
· Experience with jira, slack and Clickup platforms.
· knowledge of CICD tools for web application development lifecycle.
· Familiarity with tools such as JIRA, Confluence, Docker.
Personal skills:
· Excellent problem-solving skills and attention to detail.
· Positive attitude and deals with people in good manner.
· Problem solving skills.
· Arabic/English communication skills
