Yana Banking Services

Customer Technical Support Engineer

Job Expired

Job Overview

Provide technical assistance and support to customers who are experiencing issues with their point-of-sale systems. The technical support specialist will troubleshoot hardware and software problems, provide clear and concise instructions to customers, and work to resolve customer complaints in a timely and professional manner. The goal of this position is to ensure that customers are able to effectively and efficiently use their POS devices and to provide a high level of customer satisfaction. Additionally, this role could help to improve customer support process by suggesting and implementing IT solutions, providing technical guidance and mentorship to other team members and performing network setup, configuration and troubleshooting.


4. Key Responsibilities and Accountabilities:
§     Provide technical support and assistance to customers experiencing issues with POS devices

§     Troubleshoot hardware and software problems, and determine the most effective solution

§     Respond to customer inquiries and complaints in a timely and professional manner

§     Communicate effectively with customers to understand their technical needs and provide clear and concise instructions

§     Document customer interactions and technical support provided in a clear and detailed manner

§     Stay current with new technologies and advancements in POS devices to provide the best possible support

§     Escalate customer issues to higher-level support team members, as needed.

§     Provide technical guidance and mentorship to other team members

§     Propose, develop, and implement IT solutions to improve the customer support process

§     Perform network setup, configuration and troubleshoot.


5. Other Responsibilities
§ Covering SOC team shifts in case of emergency.

§ Performing disaster recovery operations and tasks when required.

§ Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.

§ A self-starter able to work independently but comfortable working in a team environment.


6. Job Requirements and Qualifications
Education: ·        Bachelor’s degree in Computer Engineering or related fields
Experience: 0-3 years of experience in technical support and customer care
Skills: § Troubleshooting skills

§ Strong verbal and written communication skills, and the ability to explain technical concepts to non-technical customers in a clear and concise manner

§ Excellent communication and customer service skills

§ Good memory of how software and operating systems work

§ Excellent listening and questioning skills, combined with the ability to interact confidently with clients

§ Strong documentation and record-keeping skills

§ Understanding of networking protocols and technologies

§ Strong communication skills, logic and analytical skills.

§ Good skills in English & Arabic (Reading, Writing, Skills)

§ Reporting and Documentation

Knowledge §     Operating systems

§     Networking: Knowledge of networking protocols and technologies, experience configuring and troubleshooting networked devices.

§     Remote support: Experience providing remote support and the ability to use remote support tools

§     troubleshooting skills and experience resolving technical issues related to payment terminals, gateways, and software.

§     Basic understanding of payment systems

Abilities: § Self-Discipline.

§ Excellent Problem-Solving Skills

§ Attention to Detail.

§ Great Communication Skills

§ Passion for Technology.



§ YBS ethics and code of conduct.

§ YBS spirit.

§ Diversity.

§ Integrity

Work Environment: Office Work
Job Demands: Physical characteristics: §  Full readiness to work outside working hours/on holidays and to travel to customers location to provide technical support
Other characteristics:  


7. Performance Measures
§ Incidents response time and time to restore the service for customers.

§ Tasks completion:  delivery Quality , time,….

More Information

  • This job has expired!