Sr. Technical Support Specialist

Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa!

As a Senior Technical Support Specialist, you will assume a leadership role within the technical support team. In this position, you will be responsible for providing expert-level technical assistance to customers, mentoring specialist technical support employess, and driving continuous improvement initiatives. Your extensive technical knowledge, problem-solving abilities, and strong communication skills will contribute to delivering exceptional support and ensuring customer satisfaction.

• Respond to customer inquiries and technical issues via various communication channels, including phone, email, and chat
• Provides technical training, instruction, and assistance to maintenance personnel; makes work assignments
• Provide assistance and instructions to help problems
• Developing and updating methods of communication and quick responses with the client
• Generate regular reports on customer inquiries, issue trends, and support metrics to identify areas for improvement
• Performs periodic supervisor duties with the team
• Alert team members of trending issues and share new-found knowledge as applicable
• Test and evaluate new hardware
• Managing multiple cases at one time
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Close follow-up of the official technical support email
• Reviewing recordings and team conversations, correcting errors, and responding to inquiries
• Performs other related duties as required
  

• A university degree in computer science or network engineering is required
• Proficiency in point of sale (POS) systems
• 2 years experience technical support role, preferably in a SaaS or software company
• Strong interpersonal and communication skills
• Customer-service skills
• Strong issue analysis skills and extensive experience in investigation of technical issues
• Working knowledge of CRMs and Knowledge systems - any major CRM or Knowledge system JIRA
• A strong sense of empathy with customers trying to use our products
• Ability to work independently, with others in a diverse team environment
  

• Competitive monthly salary
• Stock Option Plan
• Health insurance for the employee and their spouse and children
• GOSI registration
• 21 working days annual vacation
• Rewaa is a fast-growing company with great opportunities to develop
  

Alert for Candidates

Please be aware that Rewaa and its subsidiaries do not conduct interviews via email or text and will never request payment as a condition for applying for a position or receiving a job offer. To ensure your safety, apply only through Rewaa's official channels and avoid sharing personal information (name, address, birthdate, ID number, etc.) with unsolicited contacts. If you encounter anything suspicious, please let us know so we can assist you.

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Notice to External Recruiters and Staffing Agencies

Rewaa does not accept unsolicited resumes from external recruiters or staffing agencies. Any submission of an unsolicited resume to our resume database, directly to Rewaa hiring managers, or by other means will be considered gratis, and no recruiting fee will be paid if an unsolicited candidate from a third-party recruiter is subsequently hired. Fees will be paid ONLY where an external recruiter has an executed service contract in place with Rewaa and resumes have been solicited by our Talent Acquisition team in connection with a specific job opening.

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