Officer - Product Support

Almosafer
Riyadh
Workplace: OnsiteFull timeFunction: Communications, PR & Community0Education: bachelorsSkills: ["Analytical skills","Troubleshooting","Customer service","Communication","Attention to detail"]

Provide first-line support for Almosafer’s digital products by managing incidents and service requests in Jira Service Management. Triage tickets by impact and urgency, perform initial troubleshooting using SOPs and the knowledge base, and resolve common access/configuration issues. Collect screenshots, error messages, logs, and reproduction steps, communicate regular status updates, meet SLA targets, and escalate unresolved items to L2/Product Support with complete documentation.

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FursaFursa
Almosafer
Almosafer
6 hours ago

Officer - Product Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide first-line support for Almosafer’s digital products by managing incidents and service requests in Jira Service Management. Triage tickets by impact and urgency, perform initial troubleshooting using SOPs and the knowledge base, and resolve common access/configuration issues. Collect screenshots, error messages, logs, and reproduction steps, communicate regular status updates, meet SLA targets, and escalate unresolved items to L2/Product Support with complete documentation.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Entry level

Key Responsibilities

  • •Receive and acknowledge incidents and service requests in Jira Service Management, then categorize, prioritize, and track them by impact and urgency.
  • •Perform initial troubleshooting using standard operating procedures and the knowledge base.
  • •Verify issues by collecting screenshots, error messages, logs, and reproduction steps.
  • •Communicate regularly with users and provide status updates while meeting SLA response and resolution targets.
  • •Escalate unresolved or product-related issues to L2/Product Support with complete troubleshooting details and document resolutions in the knowledge base.

Key Requirements

  • •Bachelor’s degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a related field.
  • •0–1 year of experience in Digital Application Support, Technical Support, Service Desk, or Application Support.
  • •Basic understanding of web application architecture.
  • •Ability to troubleshoot application issues by analyzing logs, user sessions, and error messages.
  • •Strong customer service and communication skills, with the ability to work under pressure and manage multiple priorities.
Experience:0Digital applicationsTechnical supportService desk
Education:Bachelor's
Skills:Analytical skillsTroubleshootingCustomer serviceCommunicationAttention to detail
Tech Stack:Jira Service Management PlatformJiraKnowledge baseWeb applicationsLogs

Company Brief

Almosafer
Almosafer is a Saudi-based online travel agency and booking platform offering flights, hotels, holiday packages, and travel services across the Middle East. It focuses on localized solutions and Arabic-language customer support for regional travelers.
Industry: TravelTech
Headquarters: Riyadh, Saudi Arabia
Founded: 2017
WebsiteLinkedIn