L1 Software Support Agent

Provide first-level support for software issues via phone, email, chat, or ticketing system. Accurately Log, categorize, and prioritize incoming tickets according to defined SOPs. Perform initial troubleshooting and resolve common software-related issues Communicate clearly, professionally, and empathetically with end-users to ensure a positive support experience. Follow up with users to confirm resolution and ensure overall satisfaction. Escalate unresolved or complex issues to L2 or relevant technical teams. Document solutions and contribute to the internal Knowledge Base to support continuous improvement and knowledge sharing. Create, update, and close support tickets with comprehensive and accurate summaries and resolution notes. Support post-resolution testing and validation activities where applicable. Stay informed about product updates, features, and changes to provide accurate and current support. Participate actively in team meetings, training sessions, and process improvement initiatives. Share feedback and insights to enhance support processes, tools, and documentation. Adhere to the quality standards and safety procedures as per the company guidelines and local regulations. Take appropriate actions in relation to any hazards and work related issues, and escalate as needed, in order to ensure prompt and effective resolution. Perform other job-related tasks as assigned by the line manager, in order to ensure the fulfillment of organizational objectives.

Desired Candidate Profile

0 2 years of experience in a technical support or customer service role. Basic understanding of web and desktop applications. Excellent communication skills in English and Arabic. Ability to follow processes and work with ticketing systems. Shift-based coverage (including weekends or evenings, as required) Flexibility to adapt to a growing support environment