Technical Support Officer

About the company

Geidea, founded in 2008, focuses on customer-led enablement and business growth through ongoing innovation. The company provides top-tier digital payment solutions designed to help businesses of every size and stage move forward. Its approach is reflected in its team culture: smart, innovative, and forward-looking.

Role overview

This position is for a Technical Support Officer who will act as the first point of contact for customer support. The role involves handling questions and requests related to Geidea POS products and other incoming communication channels, with the aim of delivering an excellent customer experience consistently.

Key responsibilities

• Respond to customer questions and issues received through chat, phone, and email, and provide accurate guidance.
• Reply quickly to queries, coordinate with the relevant internal teams when additional assistance is required, and keep following up until the issue is closed.
• Communicate in a clear, patient, and empathetic way with both technical and non-technical users while helping them reach a solution.
• Record issues and resolutions correctly, clearly, and on time in the ticketing platform.
• Identify the nature of the problem, such as configuration issues, the need for retraining, or a software defect, and report it to the development team through internal tools.
• Provide remote retraining on software and hardware usage when needed, including demonstrations and answering customer questions.

Required background

• 0 to 2 years of experience in a support role within SaaS or cloud-based POS environments.
• A bachelor’s degree or a professional qualification in IT, Software, Engineering, Networking, or an equivalent field.
• Strong command of English, especially spoken communication and typing.
• Native-level Arabic fluency.
• Ability to work flexible shifts in Riyadh.
• Hands-on exposure to ECRs, POS devices, and network printers is an advantage.
• Prior use of ticketing systems is an added benefit.
• Familiarity with remote access software is also beneficial.

Company values

• Customer first: the customer experience is central to design and service decisions.
• Open: openness is used as a way to improve and evolve continuously.
• Real: the company prefers direct communication without jargon or excuses.
• Bold: teams are encouraged to challenge themselves and their thinking.
• Resilient: setbacks are treated as opportunities to recover stronger.
• Collaborative: the organization believes more can be achieved together.

Additional information

Geidea describes its mission as changing lives by continuously pursuing better solutions.