Technical Support Specialist Tamara 

Your role

We are looking for a proactive, technically sound, and empathetic Technical Support Specialist to join our team. You will work closely with merchants for driving business with Tamara. Your role will be to re-engage these merchants, identify and solve their challenges, guide them through any integration steps, and ensure they are successfully onboarded to start doing business.

Your responsibilities

• Own and manage a portfolio of Small and Medium Enterprise (SME) merchants who are live but not transacting.
• Proactively reach out to merchants via phone, email, or chat to understand their experience, challenges, and needs.
• Identify technical or operational blockers preventing the merchant from going live or doing business.
• Troubleshoot integration or usage issues, and provide hands-on guidance or escalate to internal teams where needed.
• Assist merchants with integration APIs and systems: answer questions, validate implementation, test functionality.
• Serve as a technical and operational consultant, understanding their business workflows and offering practical solutions.
• Maintain clear and accurate records of merchant interactions and issue resolutions using tools like JIRA, Salesforce, Zendesk, Notion etc.
• Collaborate with internal product, engineering, and support teams to solve merchant pain points.
• Track patterns in merchant feedback to identify systemic issues or improvement opportunities.
• Ensure a smooth re-onboarding or reactivation experience, aiming for swift and successful merchant ramp-up.
• Deliver delightful customer service and ensure merchants feel supported and valued throughout the process.

Your expertise

• 1 2 years of experience in roles such as Customer Support, Technical Support, Merchant Success, or Account Management.
• Experience working with or supporting payments, Fintech, or E-commerce systems is a strong plus.
• Familiarity with REST APIs, JSON, and basic understanding of API architecture.
• Strong understanding of web, mobile apps, internet protocols, and technical troubleshooting.
• Comfortable using tools like Zendesk, Salesforce, JIRA, ServiceNow, or similar ticketing and CRM systems.
• Ability to analyze trends, flag issues proactively, and follow through on resolutions.
• Ability to manage multiple merchants and priorities at once with speed and accuracy.
• Strong communication skills both technical and non-technical (Arabic & English)

All qualified individuals are encouraged to apply.