Operations Support Specialist

This is a fully remote position, open to applicants in Jordan.

📋 Description

• Proactively **oversee, manage, and react to incoming customer support requests in real-time** (via ticketing systems, email, and internal tools)

• Deliver **non-technical product assistance, guidance, and operational support** to clients

• Address inquiries related to **product utilization, configurations, workflows, and general support**

• Classify and categorize requests as **bugs, feature requests, or support inquiries**

• Submit clear, well-organized tickets to the Product/Engineering teams, including context, steps taken, and priority level

• Collaborate internally with Product, Operations, and Customer Success teams to resolve issues

• Monitor, prioritize, and follow up on support tickets to ensure prompt resolution

• Keep precise records of requests, actions taken, and resolution statuses

• **Manage support coverage during assigned shifts**, ensuring compliance with SLAs and response times

• **Conduct structured handovers between shifts** to guarantee continuity and prevent loss of context

• Identify recurring issues and communicate insights with Product and Operations teams

• Assist clients during **manual or interim processes** while automation solutions are being implemented

• Ensure a **high-quality, professional, and empathetic customer experience** at all times

• Comply with internal SLAs and operational support guidelines

⛳️ Requirements

• 3-5 years of experience in **technical support, integrations support, and service roles**

• Capacity to triage and analyze issues — differentiating between bugs, integration/API errors, feature requests, and usage-related queries

• Practical experience troubleshooting integrations (APIs, webhooks, third-party platforms) and composing clear, reproducible bug reports for engineering teams

• Excellent communication skills (both written and verbal)

• Ability to **manage multiple requests simultaneously in a dynamic environment**

• Strong attention to detail and organizational capabilities

• Proficient in analyzing issues and distinguishing between **bugs, feature requests, and usage-related queries**

• Customer-centric mindset with a strong problem-solving orientation

• Comfortable utilizing **support tools, ticketing systems, and internal dashboards**

• Strong product understanding with the capability to comprehend user behavior and workflows

• Experience in **SaaS, hospitality, or technology-driven environments** is a significant asset

• Proficiency in **English and Arabic** is mandatory (French is a bonus)

• Willingness to work on a **shift-based schedule (including evenings and weekends)**

🏝️ Benefits

• Competitive salary and performance-based bonuses

• Opportunities for professional growth and development

• Comprehensive health and wellness benefits

• Flexible working arrangements

• Dynamic and inclusive work environment