Technical Support & Training Specialist

About the role

The Technical Support & Training Specialist will join OmniConnect Technologies in the United Arab Emirates, providing front‑line assistance for the company’s digital platforms. You will diagnose and resolve user issues, guide customers through troubleshooting, and deliver product training to ensure successful adoption.

Key responsibilities

• Manage and resolve support tickets for OmniConnect’s e‑invoicing, ERP, AI, e‑commerce and other solutions.
• Diagnose technical problems, interpret logs and data, and guide users through step‑by‑step troubleshooting.
• Escalate complex incidents to engineering or product teams as needed.
• Conduct structured training sessions and create documentation for diverse user groups.
• Monitor recurring issues, gather user feedback and contribute to continuous improvement of support processes.
• Collaborate with product and engineering teams to enhance system usability and customer satisfaction.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Engineering or a related field, or equivalent practical experience.
• Strong analytical abilities to interpret logs, identify patterns and propose improvements.
• Excellent communication skills with the ability to explain technical concepts clearly.
• Organizational skills to manage multiple tickets and priorities in a fast‑paced environment.

Required skills

• Technical support and troubleshooting.
• Customer support and satisfaction management.