Job Description

A Customer Support Technician for Blackbelt360 software has following responsibilities and requirements:

Responsibilities:

Respond

promptly

to customer inquiries/issues onsite, phone, email, chat or other communication channels. Troubleshoot and resolve technical issues related to software and hardware products Guide users through diagnostic processes and provide step-by-step instructions Identify and escalate complex problems to higher-level support teams when needed Document all customer interactions and technical solutions in the company's ticketing system Collaborate with other teams to research and resolve issues Stay up-to-date on product features and updates to provide accurate information to customers Gather and report customer feedback to product and development teams Test new features, release, and revisions to support improvement of the product

Requirements:

Demonstrated experience with Windows, MacOS, iOS, and Android operating systems Basic understanding of Apple hardware models (Macbook, iMac, iPhone, iPad) Basic knowledge of USB functionality Strong technical aptitude and problem-solving skills Excellent verbal and written communication abilities Patient and empathetic approach to customer service Proficiency with relevant remote support tools (E.g. Splashtop, TeamViewer, AnyDesk) Ability to explain technical concepts to both technical and non-technical users The position will be work from office, however travel to other customer sites required. Flexibility to be on call/In person to assist UAE customers in regular standard hours.
The role requires a combination of technical expertise, strong communication skills, and a customer-centric mindset to effectively support users and resolve software-related issues.

Nice Haves, But Not mandatory

Familiarity with Mobile Device Management (MDM) and iCloud. CRM experience ( HubSpot, ZenDesk, Teamviewer).
Job Type: Full-time

Application Deadline: 25/07/2025