Junior Technical Support

2 weeks ago

Riyadh, Saudi Arabia TalPods Full time

At TalPod, we are a team of exceptional Software Engineers who thrive on solving complex software challenges. Our passion lies in building great software and nurturing the brightest talent to become world-class engineers.

We are looking to hire a junior-level engineer for this role for one of our partners, one of Saudi's most successful and large construction-based, fin-tech companies, Backed by the largest VC firms on a rapid expansion.

**What We Offer**:

- ** Exciting Opportunities**:Collaborate with VC-backed, fast-growing tech companies. You'll work alongside some of the industry's hottest players, potentially shaping the next unicorn.
- ** Agile Environment**: Dive into an Agile and dynamic work setting. Surround yourself with brilliant minds, constantly learning and growing.
- ** High-Quality Deliverables**: Your work matters. Deliver excellence as you contribute to cutting-edge projects.
- ** Remote Flexibility**: Enjoy a full-time position compatible with the GCC time zone, allowing you to work remotely.
- Join us at TalPod and be part of a team that thrives on excellence, innovation, and growth. Lets build awesome software together

**Requirements**:

- A bachelor's degree in a relevant field (e.g., computer science, information technology) or equivalent work experience.
- A strong technical aptitude and exceptional problem-solving abilities.
- Outstanding communication skills both written and verbal.
- Demonstrated patience and empathy when assisting internal users with technical challenges.
- Familiarity with relevant hardware, software, and operating systems.
- The ability to work effectively both independently and collaboratively as part of a high-performing team.
- Strong multitasking abilities to handle multiple internal user inquiries simultaneously.
- Prior experience with customer support software or ticketing systems is advantageous.
- Relevant certifications or training in fintech technologies or products may be required based on company offerings.

**Responsibilities**:

- Collaborate closely with the product team to communicate user feedback and issues, ensuring alignment between user needs and product enhancements.
- Occasionally assist external customers with technical inquiries and issues, ensuring they receive exceptional support and solutions when needed.
- Actively listen to internal user descriptions of technical problems and employ relevant questioning techniques to gather comprehensive information and accurately diagnose issues.
- Guide internal users through systematic troubleshooting steps and deliver prompt resolutions.
- Maintain a profound understanding of company's extensive range of fintech products, services, and software.
- Utilize your knowledge to address internal user inquiries, resolve technical issues effectively, and contribute to product improvements.
- Accurately document internal user interactions, issues, and resolutions within our dedicated customer support system or knowledge base to facilitate future reference.
- Share relevant insights and feedback with the product team to inform product development.
- Collaborate seamlessly with cross-functional teams to resolve complex internal user issues and ensure transparent communication with internal users regarding the progress of issue resolution.
- Provide clear and concise basic training and guidance to internal users on the usage of our FinTech products and software to enhance their overall experience.
- Actively gather valuable feedback from internal users on our products and services and share internal user insights and recommendations with the product team to drive continuous improvement and innovation.
- Stay at the forefront of fintech industry trends, emerging technologies, and product updates, and leverage your knowledge to enhance technical skills, provide advanced support, and contribute to product enhancements.
- Uphold strict adherence to company policies, service-level agreements (SLAs), and robust security protocols during all internal user interactions.
- Strive relentlessly to achieve outstanding internal user satisfaction.
- Uphold a positive and helpful demeanor, ensure timely issue resolution, and conduct follow-ups to confirm internal user satisfaction.
- Should have exceptional communication skills, both written and verbal while demonstrating patience and empathy when assisting internal users with technical challenges.
- Should have the ability to work effectively both independently and collaboratively as part of a high-performing team.
- Should have strong multitasking abilities to handle multiple internal user inquiries simultaneously.
- Prior experience with customer support software or ticketing systems is advantageous.
- Relevant certifications or training in fintech technologies or products may be required based on company offerings.

**Compensation**:

- We pay globally competitive market salaries in USD.

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