About Suoodq

Suoodq is a fast-growing digital and e-commerce solutions agency serving the Gulf and Middle East region. We specialize in SEO, Shopify/Salla development, CRO, and innovative tools that help businesses scale online. We are now expanding our team and looking for a talented Technical Customer Support Specialist to join us.

Role Overview

We are seeking a proactive and detail-oriented Technical Customer Support Specialist to provide exceptional support to our clients. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and the ability to communicate clearly with both technical and non-technical users. You will be the first point of contact for merchants using our services and apps, ensuring they receive timely, accurate, and friendly support.

Key Responsibilities

• Handle customer inquiries via email, chat, and support tickets.
• Troubleshoot technical issues related to our apps, integrations, websites, and services.
• Investigate bugs, reproduce issues, and escalate to the development team when needed.
• Assist clients with onboarding, setup, and configuration of tools (e.g., Shopify, Salla, SEO tools).
• Document solutions, FAQs, and internal knowledge base content.
• Monitor app performance, error reports, and user feedback to improve customer experience.
• Collaborate with developers, designers, and account managers to ensure smooth service delivery.
• Maintain a high level of professionalism and empathy during all client interactions.

Requirements

• 1–3 years of experience in technical support or customer service (preferably in SaaS, e-commerce, or digital services).
• Strong understanding of e-commerce platforms (Shopify, Salla, WooCommerce, or similar).
• Ability to troubleshoot technical issues (API errors, app setup, integrations, DNS, tracking codes, etc.).
• Excellent communication skills in English and Arabic.
• Ability to explain technical concepts in a simple and friendly manner.
• Familiarity with ticketing systems (Freshdesk, Zendesk, or similar) is a plus.
• Basic understanding of HTML, CSS, or JavaScript is an advantage.
• Strong organizational skills and ability to work independently in a remote environment.

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