Software Support Specialist

## About the role The Software Support Specialist has the expertise and skills to progress most tickets independently but may require assistance from more senior specialists. ## High Level Responsibilities - Has reasonable knowledge of the related solutions and the product range that they are responsible for. - Can provide initial troubleshooting and support for common issues. - Understands the basic functionalities and features of the product. - Good log analysis skills. - Capable of recreating some issues and environments. ## Typical Qualification - Bachelor's degree in a computer/science related field - typically software engineering, electronics, information systems, or a related field. ## Minimum Experience Range - 2-4 years of related experience. ## Skillset - Verbal and non-verbal communication skills in English & Arabic. - Adherence to Software Support processes and systems. - Ticket and Queue Management. - Multitasking. - Integrity. - Demonstrable work ethic. ## Solution/Product Skills - Has basic knowledge across the related LOB product range including all solution(s) currently released and supported. - Knowledgeable on assigned solution(s) and can investigate issues but may infrequently require assistance. - Has technical knowledge across the related LOB product range including all solution(s) currently released and supported. - No assistance required to progress an incident within assigned product solution(s). - Understands complex functionalities and features of the product. - Can provide detailed troubleshooting and support for complex issues. - Basic knowledge of 3rd party products used within customer solutions. ## Troubleshooting - Gathers and analyzes information, formulates and tests hypotheses for complex issues. - Identifies, designs, develops, and validates solutions for complex issues. - Uses standard troubleshooting tools and techniques. - Minimal issue recreation when appropriate, but may require assistance and guidance. ## Process Adherence - Follows established processes and procedures for incident management. - Ensures customers are kept updated with the current status of investigations as per SLA guidelines. - Suggests process improvements. ## Knowledge Capture - Create knowledge articles. ## Collaboration - Works effectively with team members and other departments to resolve more complex issues. - Coordinates with other departments to ensure alignment and effective communication. - Provides support and guidance to junior team members during collaborative efforts.