Job Description

We are looking for a dedicated

Technical Support Engineer

to join our team at Nawy Real Estate. The ideal candidate will be the first point of contact for users, providing top-notch assistance to ensure a seamless experience across all company platforms. You will handle initial inquiries, resolve common issues, and ensure that complex problems are correctly categorized and escalated to the technical team.

Responsibilities



Serve as the first point of contact for customer inquiries via ticketing systems, phone, email, or chat. Troubleshoot and diagnose common technical problems such as login errors, access issues, and navigation problems. Follow established workflows and troubleshooting scripts to provide effective solutions in a timely manner. Escalate complex or unresolved issues to the Senior Technical Support Engineer for deeper investigation. Document and maintain records of all interactions with clear categorization and priority to build a knowledge base. Educate users on product features, self-service resources, and FAQs to optimize their usage of the system. Meet SLA targets for first response and resolution times to maintain high customer satisfaction.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field. 1-2 years of experience in customer support, IT helpdesk, or a similar software environment. Strong communication skills in both English and Arabic, with a commitment to customer satisfaction. Basic technical knowledge of web browsers, mobile applications, and internet connectivity. Analytical thinker with strong problem-solving skills and high attention to detail. Ability to quickly learn company products, processes, and internal support tools. * Experience with support tools such as Freshdesk or similar ticketing systems is a plus.