Customer Support Specialist

Established in 2008, Geidea epitomizes customer focused empowerment and commercial success through continuous innovation. Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market.

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity. Our technology mirrors our people - Smart, Innovative & Forward Thinking: www.geidea.net

To maintain competitive advantage as we grow, we are currently looking for a new Customer Support Specialist:

Job purpose:

Responsible for ongoing remote support of our Geidea-POS customers. Answer customer queries and resolve technical issues to provide an excellent customer experience.

Key accountabilities and decision ownership:

• Supporting Geidea POS customers and related solutions remotely through chat, phone and email.
• Ensuring a prompt response to all customer queries, keeping the customer informed of the progress.
• Provide excellent customer experience through technical support.
• Communicate clearly and empathetically to technical and non-technical users alike and provide a solution.
• Document issues and resolutions accurately, clearly and in a timely manner within the ticketing system
• Effectively triage the type of issue - misconfiguration, retraining, or software bug and report it to development team using internal tools.
• Retraining customers in software and hardware use when needed by demonstrating remotely and responding to customer questions.

Must Have Technical / Professional Qualifications:

• 0-2 years’ experience in a support role in SAAS or Cloud-based POS
• Bachelor’s degree or professional qualification in IT, Software, Engineering or Networking is a plus
• Experience with ECR, POS devices and network printers a plus
• Experience with support ticketing systems a plus
• Experience with remote access software like Team Viewer or Anydesk is a plus.
• Language: Fluent in English and native Arabic.

Join our dynamic team as a Customer Support Specialist and contribute to our FinTech mission of releasing cutting-edge financial products into the market. Apply your project management skills, collaborate with cross-functional teams, and shape the future of the payments industry.

Our values guide how we think and act - They describe what we care about the most.

Customer first - It’s embedded in our design thinking and customer service approach.

Open - Openness allows us to constantly improve and evolve.

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking.

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team.

We are changing lives by constantly striving for a better solution.