Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
Your role
We are looking for a proactive, technically sound, and empathetic Technical Support Specialist to join our team. You will work closely with merchants for driving business with Tamara. Your role will be to re-engage these merchants, identify and solve their challenges, guide them through any integration steps, and ensure they are successfully onboarded to start doing business.
Your responsibilities
- Own and manage a portfolio of Small and Medium Enterprise (SME) merchants who are live but not transacting.
- Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
- Identify technical or operational blockers preventing the merchant from going live or doing business.
- Troubleshoot integration or usage issues, and provide hands-on guidance or escalate to internal teams where needed.
- Assist merchants with integration APIs and systems: answer questions, validate implementation, test functionality.
- Serve as a technical and operational consultant, understanding their business workflows and offering practical solutions.
- Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, Notion etc.
- Collaborate with internal product, engineering, and support teams to solve merchant pain points.
- Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
- Ensure a smooth re-onboarding or reactivation experience, aiming for swift and successful merchant ramp-up.
- Deliver delightful customer service and ensure merchants feel supported and valued throughout the process.
Job Requirements
Your expertise
- 1–2 years of experience in roles such as Customer Support, Technical Support, Merchant Success, or Account Management.
- Experience working with or supporting payments, Fintech, or E-commerce systems is a strong plus.
- Familiarity with REST APIs, JSON, and basic understanding of API architecture.
- Strong understanding of web, mobile apps, internet protocols, and technical troubleshooting.
- Comfortable using tools like Zendesk, Salesforce, JIRA, ServiceNow, or similar ticketing and CRM systems.
- Ability to analyze trends, flag issues proactively, and follow through on resolutions.
- Ability to manage multiple merchants and priorities at once with speed and accuracy.
- Strong communication skills — both technical and non-technical (Arabic & English)
