Support Specialist

• Provide support to users during the assessment process.

• Assist with assessment-related queries, technical issues, and general support requests.

• Monitor assessment activities and follow up on pending or incomplete assessments.

• Coordinate with relevant teams to resolve assessment issues in a timely manner.

• Maintain accurate records of assessment activities, issues, and resolutions.

• Identify recurring problems and report them to the relevant team.

• Support users with assessment instructions, access, and basic troubleshooting.

• Escalate complex technical or system-related issues to the appropriate team.

• Follow up on reported issues until resolution and keep stakeholders updated.

• Prepare basic reports or updates regarding assessment status, pending cases, and issues.

• Ensure assessment-related processes and instructions are followed correctly.

• Provide clear system onboarding, user guidance, and training to help university staff and other users use the platform effectively.

• Assist with common platform workflows, including user access, question banks, exam setup, proctoring-related queries, and results/reporting; escalate issues beyond the support scope.

• Handle support inquiries professionally across available communication channels and prioritize time-sensitive issues during live assessments.

• Explain system features and benefits to prospective customers, address objections, and use persuasion skills to support purchasing decisions.

Requirements

• Bachelor's degree in IT, Computer Science, Business Administration, or a related field.

• 1–2 years of experience in customer support, technical support, operations support, user training, or a similar role.

• 1–2 years of experience in e-learning, educational technology, or online assessment environments.

• Proficiency in Arabic and English, both spoken and written.

• Good communication skills, both written and verbal.

• Strong problem-solving and troubleshooting abilities.

• Comfortable working with web-based systems and software platforms.

• Familiarity with online exam workflows, LMS platforms, and common assessment-system functions.

• Ability to troubleshoot common access, browser, device, and connectivity issues, and escalate complex technical problems.

• Experience delivering clear software training, demonstrations, or onboarding to non-technical users.

• Familiarity with helpdesk/ticketing tools and providing support via email, phone, or chat is an advantage.

• Good knowledge of MS Excel / Google Sheets and basic reporting.

• Ability to manage multiple support requests and prioritize tasks.

• Strong attention to detail and ability to maintain accurate records.

• Ability to coordinate effectively with technical and non-technical teams.

• Good follow-up and organizational skills.

• Ability to stay calm, responsive, and accurate while supporting users during live exams.

• Awareness of student data privacy, exam confidentiality, and appropriate handling of user information.

• Strong product knowledge and persuasion skills to address customer objections and convert hesitant prospects into buyers.