Technical Support Specialist – Hardware & Mobile Apps

About the role

We are looking for a Technical Support Specialist to assist customers with our hardware devices and mobile applications. The role involves handling inquiries via Zendesk, phone, and email, ensuring a smooth user experience for international users.

Key responsibilities

• Respond to customer tickets, calls, and emails promptly and professionally.
• Troubleshoot and resolve issues related to Athan clocks, speakers, app functionality, and Wi‑Fi/network connectivity.
• Guide customers through device installation, configuration, and technical troubleshooting steps.
• Create, manage, and close support tickets while maintaining accurate documentation.
• Diagnose network problems including routers, DHCP, IP addressing, DNS, and connectivity stability.
• Identify root causes using logs, testing, and systematic methods.
• Escalate complex issues to engineering with clear documentation.
• Help maintain and improve internal support documentation and knowledge base.

Required profile

• 2–3 years of experience in technical support, help‑desk, or customer service.
• Strong hands‑on experience with Android OS devices and tablets.
• Solid understanding of networking fundamentals (Wi‑Fi configuration, routers, DHCP, IP addressing, DNS).
• Excellent English and Arabic communication skills, both spoken and written.
• Ability to work independently, diagnose issues, and resolve problems efficiently.

Required skills

• Android OS device support
• Wi‑Fi and network troubleshooting
• Routers, DHCP, IP addressing, DNS
• Zendesk ticketing system
• RingCentral phone system
• TeamViewer remote support