📍 Job Overview

Job Title: Technical Support Specialist
Company: Jobs for Humanity
Location: Riyadh, Ar Riyāḑ, Saudi Arabia
Job Type: On-site, Full-time
Category: Technical Support & Customer Service
Date Posted: July 3, 2025

🚀 Role Summary

Key Responsibilities: Handle customer technical support cases, maintain system functionality, and prepare reference materials for users.
Key Skills: Technical Support, Customer Service, System Evaluation, Program Improvement, Data Collection, Confidentiality, Documentation, Testing.

📝 Enhancement Note: This role focuses on ensuring optimal technical performance and providing excellent customer support, making it an excellent fit for candidates with strong technical problem-solving skills and a customer-centric mindset.

💻 Primary Responsibilities

Customer Support: Handle technical support cases submitted via phone and email, providing prompt and effective solutions to resolve customer issues.
Website Content Management: Update the company website with technical tips and brief documents to keep users informed and assist them in troubleshooting common issues.
System Evaluation: Assess the compatibility of new programs with existing systems and evaluate the potential of computer systems to ensure optimal performance.
Program Improvement: Evaluate objectives and specifications of existing programs, review proposed changes, and make recommendations to enhance functionality and efficiency.
System Maintenance: Test computer components to maintain system functionality and identify potential issues before they cause downtime or performance degradation.
Data Collection & Analysis: Gather relevant data, identify and evaluate options, and suggest a course of action to achieve computer system objectives and improve overall performance.
Confidentiality: Maintain client confidence by keeping their information confidential and adhering to strict data protection protocols.
Documentation: Prepare reference material for users by drafting operation instructions and creating user-friendly guides to facilitate the troubleshooting process.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to effectively handle customer support cases and maintain system functionality. Candidates should be comfortable working in a dynamic environment and have a proactive approach to problem-solving.

🎓 Skills & Qualifications

Education: A bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications in technical support or customer service are a plus.

Experience: Proven experience (1-3 years) in technical support, customer service, or a related role. Familiarity with computer systems, hardware, and software is essential.

Required Skills:

Proven technical support and customer service skills
Strong problem-solving abilities and analytical mindset
Excellent communication skills in English (both written and verbal)
Proficiency in using computer systems, hardware, and software
Ability to work independently and in a team environment
Strong attention to detail and commitment to quality
Familiarity with data protection protocols and confidentiality practices

Preferred Skills:

Experience with CRM software and ticketing systems
Knowledge of programming languages and scripting (e.g., Python, JavaScript, etc.)
Familiarity with ITIL frameworks and best practices
Experience in creating technical documentation and user guides
Bilingual or multilingual skills (Arabic and English)

📝 Enhancement Note: Candidates with experience in a similar role and a strong track record of providing excellent customer support and maintaining system functionality will be highly competitive for this position.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Case Studies: Document successful customer support cases, highlighting the issues, solutions implemented, and the positive outcomes achieved.
Technical Documentation: Include examples of user guides, operation instructions, and other technical documentation created to assist users in troubleshooting common issues.
System Evaluation Reports: Showcase reports demonstrating your ability to assess system potential and evaluate the compatibility of new programs with existing systems.

Technical Documentation:

Troubleshooting Guides: Provide clear and concise troubleshooting guides for common technical issues, outlining the steps taken to resolve the problem and any relevant screenshots or diagrams.
System Evaluation Reports: Include detailed reports outlining the assessment of system potential, evaluation of new programs' compatibility, and recommendations for improvement.
User Training Materials: Demonstrate your ability to create user-friendly training materials, such as videos, presentations, or interactive tutorials, to help users better understand and utilize the company's products or services.

📝 Enhancement Note: A strong portfolio showcasing successful customer support cases, well-documented technical solutions, and system evaluation reports will significantly enhance your application for this role.

💵 Compensation & Benefits

Salary Range: SAR 10,000 - 15,000 per month (approximately USD 2,667 - 4,000), depending on experience and qualifications. This estimate is based on market research and regional adjustments for technical support roles in Riyadh.

Benefits:

Competitive salary package
Health insurance and medical coverage
Annual leave and sick leave provisions
Opportunities for professional development and training
A dynamic and inclusive work environment

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate customer support needs during peak hours.

📝 Enhancement Note: While the salary range provided is an estimate, candidates are encouraged to research the market rate for technical support roles in Riyadh and negotiate their compensation package accordingly.

🎯 Team & Company Context

🏢 Company Culture

Industry: Luxury chocolates, daily baked goods, and special favors for hospitality and events.

Company Size: Medium-sized, with approximately 75 branches across the kingdom.

Founded: 2003

Team Structure:

Technical Support Team: A dedicated team responsible for handling customer technical support cases, maintaining system functionality, and creating technical documentation.
Management: A supportive management structure that encourages professional growth and development.
Cross-functional Collaboration: Close collaboration with other departments, such as sales, marketing, and operations, to ensure optimal customer support and system performance.

Development Methodology: The company follows a structured approach to technical support, focusing on prompt issue resolution, continuous improvement, and customer satisfaction.

Company Website: Anoosh

📝 Enhancement Note: As a medium-sized company specializing in luxury chocolates and baked goods, Anoosh places a strong emphasis on customer satisfaction and maintaining high-quality standards. This is reflected in the importance placed on effective technical support and system maintenance in their Technical Support Specialist role.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an entry-level to mid-level position, focusing on handling customer technical support cases, maintaining system functionality, and creating technical documentation. It provides an excellent foundation for a career in technical support, customer service, or IT.

Reporting Structure: The Technical Support Specialist reports directly to the IT Manager or a dedicated Technical Support Team Lead.

Technical Impact: This role has a direct impact on customer satisfaction, system performance, and overall business operations by ensuring optimal technical functionality and providing excellent customer support.

Growth Opportunities:

Promotion to Senior Technical Support Specialist: Demonstrate exceptional performance, leadership, and a strong commitment to customer satisfaction to advance to a senior role with increased responsibilities and decision-making authority.
Transition to IT or Software Development: Leverage your technical skills and experience to transition into an IT or software development role, focusing on system design, implementation, or maintenance.
Cross-functional Movement: Explore opportunities in other departments, such as sales, marketing, or operations, to gain a broader understanding of the business and contribute to its success.

📝 Enhancement Note: This role offers excellent opportunities for career growth and development, both within the technical support domain and across other functional areas of the business. Candidates are encouraged to demonstrate their commitment to professional growth and continuous learning to maximize their potential for advancement.

🌐 Work Environment

Office Type: A modern, professional office environment with a focus on collaboration, innovation, and customer-centricity.

Office Location(s): Riyadh, Ar Riyāḑ, Saudi Arabia

Workspace Context:

Collaborative Workspace: An open and collaborative workspace that encourages teamwork, knowledge sharing, and continuous learning.
Technical Infrastructure: Access to state-of-the-art hardware, software, and tools to ensure optimal performance and efficient issue resolution.
Customer Support Focus: A customer-centric environment that prioritizes prompt and effective issue resolution to maintain high levels of customer satisfaction.

Work Schedule: Full-time, 40 hours per week, with flexible scheduling to accommodate customer support needs during peak hours. The work schedule may include evenings, weekends, and on-call rotations to provide 24/7 customer support coverage.

📝 Enhancement Note: As a Technical Support Specialist, you will work in a dynamic and collaborative environment, focusing on customer support and system maintenance to ensure optimal performance and high levels of customer satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess your communication skills, technical background, and cultural fit with the company.
Technical Assessment: A hands-on assessment or case study to evaluate your technical problem-solving skills, system evaluation abilities, and documentation proficiency.
Behavioral Interview: A structured interview focusing on your problem-solving approach, customer service skills, and ability to work effectively in a team environment.
Final Interview: A meeting with the hiring manager or a panel of stakeholders to discuss your fit for the role, answer any questions, and make a final decision.

Portfolio Review Tips:

Case Studies: Highlight successful customer support cases, demonstrating your ability to resolve complex technical issues and maintain customer satisfaction.
Documentation: Showcase well-structured and user-friendly technical documentation, highlighting your ability to create clear and concise guides for troubleshooting common issues.
System Evaluation Reports: Include detailed reports demonstrating your ability to assess system potential, evaluate new programs' compatibility, and make data-driven recommendations for improvement.

Technical Challenge Preparation:

Customer Support Scenarios: Familiarize yourself with common customer support scenarios and practice resolving them using the company's products or services.
System Evaluation Exercises: Brush up on your system evaluation skills by practicing assessments of new programs' compatibility with existing systems and making informed recommendations.
Documentation Templates: Prepare documentation templates for user guides, operation instructions, and other technical materials to showcase your ability to create clear and concise reference materials.

ATS Keywords: (Organized by category)

Customer Service: Customer Support, Technical Support, Customer Satisfaction, Issue Resolution, Customer Communication, Customer Relationship Management (CRM)
Technical Skills: System Evaluation, Program Improvement, Data Collection, Confidentiality, Documentation, Testing, Computer Systems, Hardware, Software
Problem-Solving: Troubleshooting, Analytical Skills, Problem Resolution, Root Cause Analysis, Decision Making
Communication: Written Communication, Verbal Communication, English Language Proficiency, Customer Interaction, Stakeholder Management
Teamwork: Collaboration, Teamwork, Knowledge Sharing, Continuous Learning, Customer-Centricity

📝 Enhancement Note: To successfully navigate the interview process, candidates should focus on demonstrating their strong technical problem-solving skills, excellent communication abilities, and commitment to customer satisfaction. A well-prepared portfolio showcasing successful customer support cases, well-documented technical solutions, and system evaluation reports will significantly enhance your application.

🛠 Technology Stack & Web Infrastructure

As this role focuses on technical support and customer service, there is no specific technology stack or web infrastructure to highlight. However, proficiency in using computer systems, hardware, and software is essential. Familiarity with CRM software and ticketing systems is a plus.

👥 Team Culture & Values

Technical Support Values:

Customer-Centricity: Prioritize customer satisfaction and maintain a strong focus on issue resolution and customer support.
Continuous Improvement: Regularly evaluate and improve technical support processes to enhance efficiency and effectiveness.
Collaboration: Work closely with other departments and team members to ensure optimal system performance and customer satisfaction.
Professionalism: Maintain a high level of integrity, confidentiality, and commitment to quality in all aspects of the role.

Collaboration Style:

Cross-functional Collaboration: Work closely with sales, marketing, and operations teams to ensure optimal customer support and system performance.
Knowledge Sharing: Regularly share technical insights, best practices, and lessons learned with team members to foster a culture of continuous learning and improvement.
Customer Feedback Integration: Incorporate customer feedback into technical support processes and system improvements to enhance the overall customer experience.

📝 Enhancement Note: As a Technical Support Specialist, you will be an integral part of a collaborative and customer-centric team, focusing on providing excellent customer support and maintaining optimal system performance. A strong commitment to customer satisfaction, continuous improvement, and professionalism will be essential for success in this role.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Customer Support: Manage a high volume of customer support cases, balancing prompt issue resolution with maintaining high levels of customer satisfaction.
Complex Technical Issues: Troubleshoot complex technical issues, requiring strong problem-solving skills and a deep understanding of computer systems, hardware, and software.
System Compatibility: Evaluate the compatibility of new programs with existing systems, ensuring optimal performance and minimal disruption to business operations.
Data Protection: Maintain client confidentiality and adhere to strict data protection protocols, demonstrating a strong commitment to ethical and professional practices.

Learning & Development Opportunities:

Professional Development: Participate in training programs, workshops, and certifications to enhance your technical skills, customer service abilities, and leadership potential.
Cross-functional Learning: Gain exposure to other departments and functional areas of the business, expanding your understanding of the organization and contributing to its success.
Mentorship: Seek guidance and support from experienced team members and industry experts to accelerate your professional growth and development.

📝 Enhancement Note: As a Technical Support Specialist, you will face various challenges, including managing high-volume customer support, troubleshooting complex technical issues, and ensuring system compatibility. By embracing these challenges and demonstrating a strong commitment to continuous learning and improvement, you can unlock significant growth opportunities and advance your career in technical support and customer service.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for customer support scenarios, demonstrating your ability to resolve complex technical issues and maintain high levels of customer satisfaction.
System Evaluation: Brush up on your system evaluation skills, showcasing your ability to assess system potential, evaluate new programs' compatibility, and make data-driven recommendations for improvement.
Problem-Solving: Practice problem-solving exercises, highlighting your analytical skills, troubleshooting abilities, and commitment to finding effective and efficient solutions.

Company & Culture Questions:

Customer-Centricity: Demonstrate your understanding of the company's focus on customer satisfaction and commitment to providing excellent customer support.
Continuous Improvement: Showcase your commitment to continuous improvement, highlighting your ability to evaluate and enhance technical support processes to drive efficiency and effectiveness.
Teamwork & Collaboration: Emphasize your ability to work effectively in a team environment, collaborating with other departments and team members to ensure optimal system performance and customer satisfaction.

Portfolio Presentation Strategy:

Case Studies: Present successful customer support cases, highlighting your ability to resolve complex technical issues and maintain high levels of customer satisfaction.
Documentation: Showcase well-structured and user-friendly technical documentation, demonstrating your ability to create clear and concise guides for troubleshooting common issues.
System Evaluation Reports: Include detailed reports demonstrating your ability to assess system potential, evaluate new programs' compatibility, and make data-driven recommendations for improvement.

📝 Enhancement Note: To successfully prepare for the interview, candidates should focus on demonstrating their strong technical problem-solving skills, excellent communication abilities, and commitment to customer satisfaction. A well-prepared portfolio showcasing successful customer support cases, well-documented technical solutions, and system evaluation reports will significantly enhance your application.

📌 Application Steps

To apply for the Technical Support Specialist position:

Submit Your Application: Visit the Anoosh careers page and submit your application, including your resume, cover letter, and portfolio.
Tailor Your Portfolio: Customize your portfolio to highlight successful customer support cases, well-documented technical solutions, and system evaluation reports relevant to the role and company.
Research the Company: Familiarize yourself with Anoosh's products, services, and commitment to customer satisfaction to demonstrate your understanding of the business and enthusiasm for the role.
Prepare for the Interview: Brush up on your technical skills, customer service abilities, and knowledge of the company to ensure a strong performance in the interview process.

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

Content Guidelines (IMPORTANT: Do not include this in the output)

Technical Support-Specific Focus:

Tailor every section specifically to technical support and customer service roles
Include customer support methodologies, issue resolution techniques, and system maintenance practices
Emphasize customer support case studies, technical documentation, and system evaluation reports
Address team collaboration, cross-functional integration with other departments, and customer-centric culture
Highlight the importance of confidentiality, data protection, and ethical practices in technical support

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about technical support processes, customer service strategies, or team structure
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute technical support and customer service-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and technical support specialization

Industry Expertise:

Include specific customer support methodologies, issue resolution techniques, and system maintenance practices relevant to the role
Address technical support career progression paths and leadership opportunities in customer service teams
Provide tactical advice for customer support case studies, technical documentation, and system evaluation reports
Include technical support-specific interview preparation and customer service challenge guidance
Emphasize customer satisfaction, continuous improvement, and professionalism in technical support

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use technical support and customer service industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to technical support professionals
Provide actionable insights that give technical support and customer service candidates a competitive advantage
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement

Customer Support & Technical Documentation Emphasis:

Emphasize customer support best practices, issue resolution techniques, and system maintenance procedures
Include specific customer support case studies, highlighting successful resolution of complex technical issues
Address browser compatibility, accessibility standards, and user experience design principles in technical documentation
Focus on problem-solving methods, performance optimization, and scalable system maintenance strategies
Include technical presentation skills and stakeholder communication for customer support and technical documentation

Avoid:

Generic business jargon not relevant to technical support or customer service roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-technical terminology unless relevant to the specific technical support role
Marketing language unrelated to technical support, customer service, or customer experience

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support and customer service professionals evaluating career opportunities and preparing for technical interviews in the customer service industry.

Technical Support Specialist