Oct 22, 2021

Product Support Specialist (1180)

  • equiti
  • Amman, Jordan
Full time Technical Support

Job Description

Product Support Specialist

Posted 06/09/2021 - Equiti Group Ltd Jordan - Product Development - Technology - Amman - Jordan - 1-3 Years



Equiti Groups' Product Development Team is looking for two Product Support Specialists with exceptional technical knowledge and experience.

The successful candidates will join the newly formed Product Support Team and use their skill set to ensure business continuity and support the organization's global growth.

Ultimately, this position will focus on application support, business support and performance management – engaging, articulate, and detail orientated personalities are required.


Required Experience


This position requires 2+ years working in a technical support role or similar function, such as System Engineer, Technical Business Analyst or Developer.

Candidates should have experience working with CRMs, websites, web applications and databases. Knowledge of payment providers, trading platforms and mobile applications is a bonus.


Key Responsibilities 


  • Maintain and continuously improve application support procedures to support business functions
  • Resolve production issues most efficiently and effectively while adhering to departmental SLAs
  • Monitor product/system performance to maintain continuity and proactively identify production issues 
  • Analyse specific areas and use findings to write up and suggest product and system improvements
  • Support feature releases with business users to ensure adequate handovers from product, development and QA teams
  • Maintain documentation, repositories and subsequently create an exceptional product service portal
  • Provide detailed reports communicating status updates and KPI performance to management


Preferred Technical Skills


  • Microsoft Suite, especially Excel
  • CRM Administration
  • SQL Database Querying and log analysis
  • General understanding of HTML, CSS, XML
  • General understanding of popular programming languages, such as Python, C#, Angular, Flutter
  • Experience with platforms such as ZenDesk, Atlassian Suite, Microsoft DevOps


Required Personal Skills 


  • Exceptional customer service with a passion for helping others
  • Strong analytical problem solving and decision-making
  • Ability to operate under pressure and resolve difficult situations with tact
  • Excellent time management and self-organization
  • Creative, self-motivated, and good communication
  • Ability to work independently and as part of a team


Apply Now