Support Specialist - SaaS Customer Support

About the role

Como is a SaaS provider of data-driven customer engagement and loyalty solutions for F&B and retail businesses. It is looking for an organized, analytical and empathetic Support Specialist in Dubai who can help clients solve technical problems with its products and services, deliver an excellent customer support experience and answer queries promptly and effectively.

Key responsibilities

• Provide prompt and effective support to customers.
• Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
• Maintain a deep understanding of the SaaS platform, including its features, functionalities and updates.
• Guide and train customers on how to use the product effectively.
• Gather and report customer feedback to help improve the product and support processes.
• Escalate complex or unresolved issues to higher-level support or development teams.
• Follow up with customers until their issues are fully resolved and they are satisfied.
• Contribute to improving support processes and documentation.
• Work closely with Customer Success, Product Development and Sales teams.

Required profile

• BS degree in Information Technology, Computer Science or equivalent.
• 1-3 years of experience as a technical Support Specialist or similar CS role, ideally in a SaaS or cloud environment.
• Excellent problem-solving and multi-tasking skills, detail-oriented and analytical.
• Proficiency in English with strong written and verbal communication.
• Ability to work with cutting-edge technology and learn quickly.

Required skills

• Knowledge of operating systems, web services and APIs.
• Ability to troubleshoot complex software issues.
• Previous experience with tools such as Postman or Kibana is a plus.
• Basic coding abilities are a great advantage.

What we offer

• Competitive salary and a benefits package.
• Tier 1 medical insurance for the employee and dependents, including dental and optical.
• 25 days of annual holiday.
• Global career progression opportunities.
• Wellbeing initiatives, social events and charitable initiatives.
• Office with views of JLT park, lake and Dubai Marina.

The teams cover clients in different regions worldwide, so working hours run from 3:30 pm to 1:00 am.