📍 Job Overview

Job Title: Technical Support
Company: Jobs for Humanity
Location: Beirut, Beyrouth, Lebanon
Job Type: Full-time
Category: Customer Support & Technical Support
Date Posted: July 10, 2025

🚀 Role Summary

Serve as the first point of contact for customers, providing initial support for an open-banking software plugin.
Manage, triage, and resolve support tickets, ensuring a seamless customer experience.
Contribute to the growth of your technical skills and knowledge, with opportunities to advance to Level 2 support.

📝 Enhancement Note: This role is ideal for individuals passionate about technology and eager to grow within a customer support environment, eventually taking on more complex technical challenges.

💻 Primary Responsibilities

Frontline Support: Handle inbound customer support requests via ticketing system, email, and phone.
Ticket Triage: Categorize and prioritize support tickets based on predefined criteria.
Initial Troubleshooting: Address and resolve basic customer inquiries and issues, guiding users through step-by-step solutions.
Information Gathering: Assess incoming tickets to determine if additional context is required from the customer.
Escalation Management: Ensure all prerequisites are thoroughly documented before escalating tickets to higher-level support teams.
Communication: Maintain clear, professional, and timely communication with customers, keeping them informed of their ticket's status.
Platform Administration: Perform routine administrative tasks on a web platform and a learning management system.
Knowledge Growth: Actively learn the functionality of the open-banking software to progressively handle more complex support tickets.
Documentation: Contribute to the knowledge base by documenting common issues and their resolutions.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).

Experience: Proven experience in a customer support, call center, or technical support role, preferably within a software or technology company.

Required Skills:

Exceptional command of the English language (both written and verbal).
Strong analytical and problem-solving skills with a keen attention to detail.
Ability to assess and triage issues logically and efficiently.
Excellent interpersonal skills with the ability to communicate technical concepts to a non-technical audience.
A self-starter with the ability to work independently and as part of a team.
Experience in using helpdesk/ticketing software (e.g., Zendesk, Jira Service Management, Freshdesk).
Ability to follow detailed instructions for administrative tasks.
A strong desire to learn and grow into a more advanced technical support role.

Preferred Skills:

Experience in the FinTech or banking software industry.
Basic understanding of APIs, open banking concepts, or financial software.
Familiarity with troubleshooting common web application and software issues.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable for this role, as it focuses on customer support and technical skills rather than web development projects.
Technical Documentation: Demonstrate your problem-solving skills and attention to detail by providing examples of well-documented support tickets or knowledge base articles.

💵 Compensation & Benefits

Salary Range: $1,500 - $2,500 per month (Lebanon average for entry-level technical support roles, based on Glassdoor and Payscale data).

Benefits:

Competitive salary and benefits package.
Opportunities for professional growth and career advancement.
A dynamic and inclusive work environment.

Working Hours: Full-time (40 hours/week), with potential for flexible scheduling.

📝 Enhancement Note: While the salary range is provided, it is recommended to research and negotiate based on your skills, experience, and the company's compensation structure.

🎯 Team & Company Context

Industry: Non-profit, focusing on humanitarian efforts and technology for social impact.

Company Size: Medium (51-200 employees), with a global presence and a diverse team.

Founded: 2010, with a mission to leverage technology to improve lives and support humanitarian causes.

Team Structure:

A dedicated customer support team, with opportunities for collaboration with technical, product, and marketing teams.
A flat hierarchy that encourages open communication and cross-functional collaboration.

Development Methodology:

Agile/Scrum methodologies for project management and ticket tracking.
A customer-centric approach to problem-solving and continuous improvement.

Company Website: www.jobsforhumanity.com

📝 Enhancement Note: Jobs for Humanity is committed to using technology to create a positive impact, making it an attractive opportunity for individuals passionate about both technology and humanitarian causes.

📈 Career & Growth Analysis

Technical Support Career Level: Entry-level to intermediate, with opportunities for growth to Level 2 and Level 3 support roles, as well as potential transitions into technical or product roles.

Reporting Structure: The Technical Support Agent will report directly to the Customer Support Manager and collaborate closely with the Technical Support Team Lead.

Technical Impact: This role has a direct impact on customer satisfaction, as well as the company's reputation and growth by ensuring smooth customer interactions and issue resolution.

Growth Opportunities:

Career Progression: With experience and demonstrated skills, move into more advanced technical support roles or explore opportunities in technical or product teams.
Skill Development: Enhance your technical skills and knowledge through on-the-job training, workshops, and mentorship programs.
Leadership Potential: Demonstrate strong performance and leadership skills to take on team lead or management roles in the future.

📝 Enhancement Note: This role offers a clear career path for motivated individuals eager to grow within the technical support field and make a positive impact on customers and the organization.

🌐 Work Environment

Office Type: A modern, collaborative workspace with a focus on open communication and teamwork.

Office Location(s): Beirut, Lebanon, with opportunities for remote work or hybrid arrangements.

Workspace Context:

A dynamic and inclusive team environment, fostering collaboration and knowledge-sharing.
Access to the necessary tools and resources to perform your job effectively, including helpdesk software, communication platforms, and documentation resources.
Opportunities to engage with diverse teams and stakeholders, both within the organization and among its global partners and beneficiaries.

Work Schedule: Full-time (40 hours/week), with potential for flexible scheduling and overtime as needed to address customer support requests.

📝 Enhancement Note: Jobs for Humanity offers a supportive and engaging work environment that values diversity, collaboration, and continuous learning.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess your communication skills, enthusiasm, and cultural fit (15-30 minutes).
Technical Assessment: A practical exercise or case study to evaluate your problem-solving skills, attention to detail, and ability to handle support tickets (30-60 minutes).
Behavioral Interview: A deeper dive into your problem-solving approach, customer focus, and teamwork skills (45-60 minutes).
Final Interview: A meeting with the Customer Support Manager or another key stakeholder to discuss your fit within the team and the organization (30-45 minutes).

Portfolio Review Tips:

For this role, focus on demonstrating your problem-solving skills, attention to detail, and customer-centric mindset through examples of support tickets, customer interactions, or feedback you've handled in previous roles.

Technical Challenge Preparation:

Brush up on your knowledge of common web application and software issues, as well as your ability to explain technical concepts to non-technical users.
Familiarize yourself with helpdesk software and ticketing systems, such as Zendesk or Jira Service Management.

ATS Keywords: Customer Support, Technical Support, Problem-Solving, Communication Skills, Interpersonal Skills, Helpdesk Software, Attention to Detail, Self-Starter, Teamwork, Troubleshooting, Documentation, Learning, APIs, Open Banking, Web Application Issues, Non-profit, Humanitarian, Agile, Scrum, Customer-Centric.

📝 Enhancement Note: To succeed in the interview process, focus on demonstrating your strong communication skills, problem-solving abilities, and commitment to customer satisfaction.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

Helpdesk Software: Zendesk, Jira Service Management, or Freshdesk.
Ticketing System: Zendesk Support, Jira Service Management, or Freshdesk.
Communication Platforms: Slack, Microsoft Teams, or Google Workspace.
Documentation Tools: Confluence, Google Docs, or Microsoft Office.
Web Platform: WordPress, Drupal, or other content management systems.
Learning Management System: Moodle, SAP Litmos, or other LMS platforms.

📝 Enhancement Note: While this role focuses on customer support and technical skills, familiarity with these tools and platforms will be beneficial for effective communication and collaboration within the team.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Always prioritize customer needs and strive to exceed their expectations.
Problem-Solving: Approach every issue with a proactive and solution-oriented mindset.
Empathy: Understand and share the feelings of customers to provide personalized and compassionate support.
Continuous Learning: Stay up-to-date with the latest technologies, trends, and best practices in customer support.

Collaboration Style:

Cross-Functional Collaboration: Work closely with technical, product, and marketing teams to ensure customer feedback is integrated into decision-making processes.
Knowledge Sharing: Actively contribute to the team's knowledge base and support the growth of your colleagues.
Open Communication: Foster a transparent and inclusive work environment that encourages open dialogue and feedback.

📝 Enhancement Note: Jobs for Humanity values a customer-centric and collaborative approach to problem-solving, making it an ideal environment for individuals passionate about customer support and technology.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Ticket Management: Develop your ability to handle and prioritize a large number of support tickets efficiently and effectively.
Complex Issue Resolution: Build your skills in troubleshooting and resolving intricate technical issues, with the support of more senior team members.
Customer Education: Enhance your ability to explain technical concepts to non-technical users and empower them to resolve common issues independently.

Learning & Development Opportunities:

Technical Skill Development: Expand your knowledge of open-banking software, APIs, and other relevant technologies through on-the-job training and workshops.
Leadership & Management: Demonstrate strong performance and leadership skills to take on team lead or management roles in the future.
Industry Expertise: Deepen your understanding of the non-profit sector, humanitarian efforts, and the role of technology in creating social impact.

📝 Enhancement Note: This role offers a range of challenges and growth opportunities for motivated individuals eager to develop their technical support skills and make a positive impact on customers and the organization.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex support ticket you've handled in the past and walk the interviewer through your approach to resolving the issue.
Customer-Centricity: Explain how you've gone above and beyond to ensure customer satisfaction in a previous role.
Teamwork: Share an example of a time when you collaborated effectively with a team to resolve a customer issue or improve support processes.

Company & Culture Questions:

Customer Support Philosophy: Explain how you align with Jobs for Humanity's customer-centric approach to problem-solving and support.
Non-Profit Experience: Describe any experience you have working in the non-profit sector or with humanitarian efforts, and how it has shaped your approach to customer support.
Technology & Social Impact: Discuss your understanding of the role of technology in creating social impact and how you see yourself contributing to this mission at Jobs for Humanity.

Portfolio Presentation Strategy:

For this role, focus on demonstrating your problem-solving skills, attention to detail, and customer-centric mindset through examples of support tickets, customer interactions, or feedback you've handled in previous roles.
Be prepared to discuss your approach to handling challenging support tickets, as well as your ability to learn from and adapt to new technologies and processes.

📝 Enhancement Note: To succeed in the interview process, focus on demonstrating your strong communication skills, problem-solving abilities, and commitment to customer satisfaction, as well as your alignment with Jobs for Humanity's mission and values.

📌 Application Steps

To apply for this Technical Support position at Jobs for Humanity:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience, skills, and enthusiasm for customer support and technology.
Prepare for the interview process by reviewing the interview tips and technical challenge preparation guidance provided.
Research the organization, its mission, and its approach to customer support to ensure a strong cultural fit and alignment with your personal values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support