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, offering a turnkey all-in-one platform with CRM, loyalty and promotion engine, marketing automation and an AI-powered mobile app. It is looking for an organized, analytical and empathetic Support Specialist with strong technical, relational and communication skills to help clients solve technical problems and deliver a good customer support experience. The work covers clients assigned in different regions worldwide, with shifts from 3:30 pm to 1:00 am.

Key responsibilities

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

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, multi-tasking and analytical skills, with strong written and verbal English.
• Ability to work with cutting-edge technology and learn quickly.
• Great advantage: knowledge of the F&B and retail industries and of customer engagement/loyalty solutions.

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 is a great advantage.

What we offer

• Tier 1 medical insurance for the employee and dependents, including dental and optical.
• 25 days of annual leave.
• Career progression opportunities and wellbeing initiatives.
• Office with views of JLT park, lake and Dubai Marina, plus team-building activities.