Quran Guides Association provides certified Islamic education, Qur'an memorization programs, and digital learning platforms for students and community centers across the Kingdom, integrating modern pedagogy with traditional scholarship.
About Quran Guides Association
Quran Guides Association provides certified Islamic education, Qur’an memorization programs, and digital learning platforms for students and community centers across the Kingdom, integrating modern pedagogy with traditional scholarship.
Role Overview
We are seeking a Technical Support Specialist (L1/L2) to deliver high‑quality, courteous assistance to teachers, students, and administrative staff using our e‑learning systems, mobile apps, and classroom technologies. The role involves troubleshooting, incident resolution, and escalation management while maintaining a strong focus on user satisfaction and data security.
Key Responsibilities
- First‑Line Support (L1): Respond to inbound tickets, phone calls, and chat queries; perform basic troubleshooting (login issues, password resets, connectivity problems).
- Second‑Line Support (L2): Diagnose more complex problems involving the LMS, mobile applications, video streaming, and peripheral devices; coordinate with development teams for bug fixes.
- Incident Management: Log, prioritize, and track incidents in the ticketing system; ensure SLA compliance and timely updates to users.
- Documentation: Create and maintain knowledge‑base articles, FAQs, and step‑by‑step guides for common issues.
- User Training: Conduct short remote or on‑site training sessions to help users navigate the digital platforms effectively.
- System Monitoring: Monitor system health dashboards, perform routine checks, and report any anomalies.
- Security Awareness: Enforce best practices for data privacy and account security, in line with Saudi regulations.
- Feedback Loop: Relay recurring issues and user feedback to product and development teams for continuous improvement.
Required Qualifications
- Education: Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
- Experience: 1–3 years of technical support experience, preferably in an educational or SaaS environment.
- Technical Skills:
- Proficient with Windows/macOS operating systems and mobile platforms (iOS/Android).
- Familiarity with Learning Management Systems (Moodle, Canvas, or similar) and basic networking concepts.
- Experience using ticketing tools (Zendesk, Freshdesk, ServiceNow) and remote‑support utilities.
- Basic knowledge of SaaS applications, VPNs, and cloud storage services.
- Communication: Strong English proficiency; Arabic fluency is highly desirable.
- Customer Service: Excellent interpersonal skills, patient demeanor, and ability to explain technical concepts to non‑technical users.
- Problem‑Solving: Analytical mindset with the ability to troubleshoot step‑by‑step and document resolutions.
- Availability: Flexibility to work occasional evenings or weekends to support live training sessions and remote learners.
Preferred Extras
- Prior experience supporting Arabic‑language e‑learning platforms or religious‑education software.
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.
الراتب المدفوع: ﷼١٢٫٠٥ لكل ساعة
موقع العمل: على الطريق
Arabic
Chinese
French
Russian
Spanish