Technical Support Agent

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job youre looking for. webook.com is Saudis #1 private event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing half a billion in sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA

We are looking for a Technical Support Agent who plays a crucial role in providing technical assistance and resolving customer issues related to a company's products or services. They serve as the primary point of contact for customers, addressing their concerns, troubleshooting problems, and ensuring their satisfaction.

Key Responsibilities:

• Handling client technical support cases through phone and email by answering client and user inquiries about the system.
• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations.
• Configure, and troubleshoot issues within the system and network issues
• Answering incoming support requests Calls/Texts.
• Support with running the system and check the overall status of it.
• Log and organize issues, then discuss issues in detail with the team to figure out solutions based on the recurring issues logged.
• Extract and organize reports when needed.
• Proactively follow up with customers to ensure their satisfaction and provide additional assistance if needed.

Key Requirements:

• Flexibility to work schedule.
• Must be an Arabic speaker (Native)
• Excellent English Communication Skills.
• Strong technical aptitude and understanding of the company's products, services, and underlying technologies.
• Excellent problem-solving and analytical skills to diagnose and resolve technical issues efficiently.
• Effective communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• Ability to explain technical concepts or instructions in a clear and understandable manner to customers with varying levels of technical expertise.
• Patience and resilience to handle challenging or frustrated customers and provide effective solutions in a calm and customer-centric manner.
• Strong organizational skills and attention to detail to document customer interactions accurately and maintain records.
• Ability to multitask and prioritize customer inquiries based on urgency and impact.
• Willingness to learn and adapt to new technologies, product updates, and industry trends.

Key Qualifications:

• BSc degree in Business Administration, Marketing or a relevant field Additional education or certification in a relevant field, such as information technology or computer science, may be advantageous.
• 1 year of business experience in a technical support role.