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