Customer & Technical Support Specialist

Role Overview

Innova Wide is hiring a Customer & Technical Support Specialist to manage customer inquiries and provide hands-on technical assistance in a remote setup based out of Doha, Qatar. This role combines frontline customer support, troubleshooting, technical documentation, and training-related support.

Key Responsibilities

• Respond promptly and accurately to customer questions through phone, email, and chat.
• Identify customer needs and guide them on how to use relevant product features.
• Investigate product issues by testing different scenarios and, where needed, recreating the user’s experience.
• Record technical incidents, useful customer interactions, and resolution details in internal systems.
• Track complaints raised on social platforms and connect with customers to support them.
• Share product requests and practical workarounds with internal team members.
• Communicate new product features and updates to customers.
• Follow through with customers until technical issues are fully resolved.
• Collect customer feedback and pass it on to Product, Sales, and Marketing teams.
• Diagnose and troubleshoot software, hardware, account setup, and network-related issues.
• Ask targeted questions to quickly pinpoint the source of a problem.
• Monitor open technical cases through to closure within agreed timelines.
• Escalate unresolved issues to the relevant internal specialists or developers.
• Handle multiple open support cases at the same time while prioritizing effectively.
• Document troubleshooting knowledge in the form of notes, guides, and manuals.
• Assess training needs by reviewing employee skill levels and identifying gaps.
• Design technical training programs, schedules, agendas, objectives, and course content.
• Research and test systems to define utilization requirements and support new module planning.
• Evaluate technical staff performance and highlight improvement areas.
• Prepare training sessions and materials for individual or group delivery.
• Report course completion data, issues, and absenteeism.
• Review feedback and improve training effectiveness accordingly.
• Stay current with technical knowledge by attending workshops and reading relevant publications.
• Test beta releases and review updates before they are shared with customers.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or another related discipline, or equivalent hands-on experience.
• At least 3 years of professional experience in a similar technical support or help desk role.
• Background as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or a comparable position.
• Practical experience with Windows, Linux, and Mac OS environments.
• Strong understanding of computers, mobile devices, and related technology products.
• Ability to identify and fix basic technical issues efficiently.
• Experience with remote desktop tools and help desk software.
• Solid knowledge of how CRM and ERP systems operate.
• Strong communication, problem-solving, and multitasking abilities.
• Ability to deliver step-by-step technical assistance in both written and verbal formats.
• Familiarity with frontend build tools and task runners.
• Experience using version control systems such as Git.
• Additional certifications in Microsoft, Linux, Cisco, or similar technologies are an advantage.
• Working knowledge of Jira, Slack, ClickUp, Confluence, Docker, and CI/CD tools used in web application development.
• Excellent attention to detail and a consistently positive, professional approach with people.
• Arabic and English communication skills.

Additional Information

This is a full-time remote position. The role requires a blend of customer service, technical troubleshooting, internal coordination, and technical training support.