129 Helpdesk Assistant jobs in Saudi Arabia

Overview

Technical customer services to handle F&B Customers, OPC System, Lubrication System, CIP System, Taski Machines Servicing

• Technical customer services to handle F&B Customers, OPC System, Lubrication System, CIP System, Taski Machines Servicing

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Chemical Manufacturing

Location: Riyadh, Riyadh, Saudi Arabia

Salary: SAR 4,500.00 - SAR 10,000.00

Join to apply for the Technical Customer Support Associate II role at Solenis

Technical customer services to handle F&B Customers, OPC System, Lubrication System, CIP System, Taski Machines Servicing

• Not Applicable

• Full-time

• Information Technology

• Chemical Manufacturing

We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

The Job in a Nutshell
We are looking for those who are excited to be part of our team in the Center of Excellence! As a Customer Support Specialist, you will handle clients’ inquiries and requests regarding Foodics products and overall incoming communication channels

In short, you will be our first line of support for customers, with the primary goal of providing optimum service at all times!

What Will You Do

• Handle and provide the correct answers for client inquiries received at the center of excellence.
• Escalate and follow up with concerned teams with Foodics in case any support is needed from their side until reaching case resolution.
• Document communication logs into our CRM and ticketing systems with accuracy.
• Train clients on using Foodics products using multiple virtual channels.
• Report daily events to team leaders and highlight areas where more attention may be needed.

What Are We Looking For

• Bachelor’s degree in any major. (Preferred)
• 0 - 1 year of experience in call center or customer service roles
• High fluency in the English language, especially speaking and communicating verbally (Must)
• Excellent typing skills (Must)
• Flexible to work in different shifts in Khobar - On-site (Must)
• Comfortable and skilled in delivering training (Preferred)
• Willing to work hard and with autonomy to handle customer cases till case resolution
• Is naturally strong in communication, with great ability for problem-solving
• Comfortable in conducting routine tasks while maintaining quality standards.

What We Offer You

We believe you will love working at Foodics!

• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.

• Handle customer inquiries accurately and thoroughly across multiple contact channels (inbound, outbound, social media, surveys, and maps).
• Provide helpful and relevant information to ensure a positive customer experience.
• Effectively manage customer feedback by tracking complaints and suggestions to drive service improvements.
• Demonstrate in-depth knowledge of products or services to confidently address customer queries.
• Resolve customer complaints and issues promptly, ensuring customer satisfaction.
• Follow up with customers to confirm their issues have been resolved to their satisfaction, fostering trust and loyalty.
• Leverage customer service skills to maximize the value of each customer interaction.
• Apply all acquired skills from company trainings
• Accurately record and manage customer interactions, accounts, orders, complaints, and related documentation.
• Escalate unresolved issues or concerns to the Team Leader for resolution.
• Ensure the confidentiality of client and customer data.
• Follow company policies and procedures diligently.
• Meet communicated targets in areas such as sales, order-taking, lead generation, and appointment setting.
• Actively participate in individual and team training or meetings to maintain up-to-date knowledge.
• Adhere to the planned work schedule and accommodate business requirements, including flexible locations and working hours.
• Perform any additional duties assigned, in alignment with the role’s scope.

• Bachelor’s degree in Business Administration, Marketing, or a related field (preferred).
• Native Arabic speaker with fluent English (written and spoken).
• 2+ years of experience in a customer service or CRM role, including multi-channel communication (inbound, outbound, social media, surveys).
• Proficient in CRM software and customer support tools, with strong computer literacy
• Excellent communication and interpersonal skills, with the ability to manage complaints and feedback constructively.
• Strong problem-solving abilities and a customer-focused approach to ensure satisfaction and build loyalty.
• Highly organized with strong attention to detail and accuracy in documenting customer interactions and maintaining records.
• Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment.
• Professional, flexible, and proactive attitude toward work schedules, business needs, and team collaboration.
• Commitment to confidentiality and adherence to company policies and procedures.
• Willingness to participate in ongoing training and development to maintain up-to-date knowledge.

Overview

The Customer Support Manager will lead a technical support team responsible for installation, planned preventative maintenance, corrective maintenance, and technical support of medical equipment, as well as the management of service contracts and spare parts sales. This role ensures high quality of service, customer satisfaction, and compliance with regulatory standards while managing a team of field service engineers and support staff.

• Lead, mentor, and manage a team of field service engineers and support staff.
• Oversee installation, planned preventative maintenance, corrective maintenance, and technical support of medical equipment.
• Develop and implement strategies for service contracts and spare parts sales to ensure business growth and customer satisfaction.
• Build and maintain strong relationships with key clients and stakeholders.
• Conduct regular service reviews and gather customer feedback for continuous improvement.
• Analyze service data to identify trends and areas for improvement.
• Implement process improvements to enhance efficiency and service quality.
• Ensure compliance with manufacturer guidelines, health regulations, and internal quality standards.
• Support audits, certification processes, and quality assurance activities.
• Collaborate cross-functionally to align customer support with broader business objectives.
• Any other appropriate duties as assigned.

• BSc / BA in business administration, management, engineering, or a similar field preferred.
• 10+ years of experience in technical service / support roles, ideally in the medical equipment industry.
• 3+ years in a leadership or managerial role.
• Strong knowledge of medical equipment maintenance protocols and regulatory requirements.
• Excellent communication, organizational, and problem-solving skills.
• Ability to thrive in a dynamic, fast-paced environment and manage diverse teams.
• Proficiency in Microsoft Office, service management tools, and project management software.
• Preferred : Experience with ISO 13485, CRM / ERP systems, and certifications such as ITIL or PMP.

Responsibilities

• Handle customer inquiries accurately and thoroughly across multiple contact channels (inbound, outbound, social media, surveys, and maps)
• Provide helpful and relevant information to ensure a positive customer experience
• Effectively manage customer feedback by tracking complaints and suggestions to drive service improvements
• Demonstrate in-depth knowledge of products or services to confidently address customer queries
• Resolve customer complaints and issues promptly, ensuring customer satisfaction
• Follow up with customers to confirm their issues have been resolved to their satisfaction, fostering trust and loyalty
• Leverage customer service skills to maximize the value of each customer interaction
• Apply all acquired skills from company trainings
• Accurately record and manage customer interactions, accounts, orders, complaints, and related documentation
• Escalate unresolved issues or concerns to the Team Leader for resolution
• Ensure the confidentiality of client and customer data
• Follow company policies and procedures diligently
• Meet communicated targets in areas such as sales, order-taking, lead generation, and appointment setting
• Actively participate in individual and team training or meetings to maintain up-to-date knowledge
• Adhere to the planned work schedule and accommodate business requirements, including flexible locations and working hours
• Perform any additional duties assigned, in alignment with the role's scope

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred)
• Native Arabic speaker with fluent English (written and spoken)
• 2+ years of experience in a customer service or CRM role, including multi-channel communication (inbound, outbound, social media, surveys)
• Proficient in CRM software and customer support tools, with strong computer literacy
• Excellent communication and interpersonal skills, with the ability to manage complaints and feedback constructively
• Strong problem-solving abilities and a customer-focused approach to ensure satisfaction and build loyalty
• Highly organized with strong attention to detail and accuracy in documenting customer interactions and maintaining records
• Ability to prioritize tasks effectively and meet deadlines in a fast-paced environment
• Professional, flexible, and proactive attitude toward work schedules, business needs, and team collaboration
• Commitment to confidentiality and adherence to company policies and procedures
• Willingness to participate in ongoing training and development to maintain up-to-date knowledge

Jeddah, Saudi Arabia | Posted on 07/10/2025

We are a multinational technology consulting firm. We help companies and corporations scale their operations, achieve technology innovation, elevate their brand, and transform their business models.

We challenge the status quo, innovate, and create customized end-to-end tech solutions, from software to hardware. Our team of over 500 engineers worldwide leverages technology, creative thinking, and industry expertise to help our customers remain high performers. We handle all aspects from A to Z.

Our engineers have contributed to 8 US patents, developed award-winning tech solutions, and served over 80 million users for more than 100 clients globally, including top US Fortune 500 companies.

We build innovative solutions focusing on process automation, user experience, and data analytics. Our expertise helps achieve operational excellence, future-proof IT investments, and maintain a competitive edge in the finance industry.

We are seeking a highly motivated Customer Support Lead to oversee production support in a digital banking environment. The role involves coordinating support activities, resolving issues promptly, and being the main contact for stakeholders. The ideal candidate will have a strong IT support background, excellent communication skills, and a good understanding of banking infrastructure and customer service.

You will:

1. Lead and manage L1 and L2 support teams, ensuring efficient incident handling, requests, and escalations.
2. Serve as the primary contact for communication across business, technical, and vendor teams.
3. Support operations, monitor KPIs, SLAs, and support metrics to ensure quality service. Coordinate with L3 support and engineering teams for seamless resolution and knowledge transfer.
4. Develop and maintain support documentation, guides, and escalation procedures.
5. Facilitate daily meetings, incident reviews, and post-mortem analyses.
6. Oversee shift planning and on-call rotations to ensure 24/7 coverage.
7. Promote a culture of continuous improvement, accountability, and customer focus.
8. Collaborate with QA, DevOps, and development teams to enhance system reliability and user experience.
9. Ensure compliance with banking regulations, security standards, and internal policies.

• Bachelor’s degree in Computer Science, IT, or related field.
• 6+ years in IT support or production operations, with at least 2 years in leadership.
• Experience in digital banking or financial services is highly preferred.
• Strong knowledge of ITIL, incident management, and service delivery frameworks.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities.
• Proven experience with monitoring tools, ticketing systems, and reporting dashboards.

We
build full-fledged innovative solutions with a focus on process automation,
user experience enhancement, and advanced data analytics. With our extensive
industry expertise, we help achieve operational excellence, future-proof your
IT investments, and ensure a competitive edge in the ever-evolving finance
industry.

We are seeking a highly motivated and experienced
Customer Support Lead to oversee and manage production support operations
within a digital banking environment. This role requires a proactive leader who
can coordinate support activities, ensure timely resolution of issues, and act
as the primary point of contact for internal and external stakeholders. The
ideal candidate will have a strong background in IT support, excellent
communication skills, and a deep understanding of the complexities of banking
infrastructure and customer service.

» Lead
and manage L1 and L2 support teams, ensuring efficient handling of incidents,
service requests, and escalations.

» Serve as the primary point of contact
for production support communications across business, technical, and vendor
teams.

» Support operations and track key
performance indicators (KPIs), service-level agreements (SLAs), and other
support metrics to ensure high-quality service delivery.Coordinate with L3
support and engineering teams to ensure seamless issue resolution and knowledge
transfer.

» Develop and maintain support
documentation, guides, and escalation procedures.

» Facilitate daily meetings, incident
reviews, and post-mortem analyses.

» Oversee shift planning and on-call
rotations to ensure 24/7 support coverage and readiness.

» Foster a culture of continuous
improvement, accountability, and customer-centric service.

» Collaborate with QA, DevOps, and
development teams to improve system reliability and user
experience.

» Ensure compliance with banking
regulations, compliance standards, security standards, and internal governance
policies.

» Bachelor’s degree in computer science,
Information Technology, or a related field.

» 6+ years of experience in IT support or
production operations, with at least 2 years in a leadership role.

» Experience in digital banking or
financial services is highly preferred.

» Strong understanding of ITIL practices,
incident management, and service delivery frameworks.

» Excellent communication, leadership, and
stakeholder management skills.

» The ability to work under pressure and
manage multiple priorities in a fast-paced environment.

» Proven experience with monitoring tools,
ticketing systems, IT service management systems, and reporting dashboards.

» Fluency in Arabic and English.