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وظيفة شاغرة

Product Support Engineer - Tadawul Technology


Company Overview:

Tadawul technology (known as: TT) is a private company part of the HB Group of Companies, TT operates within the financial sector in Libya as a technical service provide for the local banks as we are acting as a processer issuer, acquirer & local scheme of our network called “RASEED” which is exists   in in most regions and villages of Libya.

TT vision to become a truly best-in-class Libyan payment solution and Provider – committed to best value services and solutions. This vision has come to be the sole objective of the company, with each associate working towards the goal of providing better products, efficient solutions and flawless support to our customers.

Job Description – Product Support Engineer.

Location: Benghazi.

Working hour: Sunday –Thursday 9:00 am to 5:00 pm.

Annual leave: 30 days /annum.

Contract: As per the Libyan law.

Tax & Social Media: As per the Libyan law.

Duties & Responsibility:

  • First point of contact for all banks in cases of back office support.
  • Providing guidance for problems and questions.
  • Collaborate & work closely with local clients.
  • Collect new requirements from the banks.
  • owns ultimate responsibility for the product’s success or failure
  • Effectively communicating the insights and plans to cross-functional team members and management within TT.
  • Maintains professional and technical knowledge by attending educational workshops.
  • Pre-sales of the products.
  • Engagement with the project manager, implementation & BA to understand the BSD of the products and if it’s aligned with the client needs.
  • Engagement with Wirecard & S2M team in terms of daily operations such as creating files, solving issues, implementing or changing features & functions in the products.
  • Definition and fine-tuning of setup processes including the technical documentation internally within TT.
  • Creating a technical procedures documents with the client for each products.
  • Coaching of internal teams, such as Sales, Customer Care and Operations.
  • Ensure adequate written and verbal communication and cooperation with all relevant stakeholders.
  • Competitive analysis and market research for payment products and new technology trends.
  • Test new product features and enhancements before they are available for users.
  • Work in agile environments so adopting a new change in requirements.
  • Answer all of the client phone calls during the working hours.
  • Stay current with customer needs and strategies; utilizing formal and informal written communication methods (for example, emails, newsletters, PowerPoint presentations, executive updates, task lists, updates)
  • Identify ways to increase adoption and customer satisfaction.
  • Work closely with TT related team for LYD & MNO from all aspects such as (creating files, reports, implementing a new solution for MNO & Corporate card)
  • Any Other Upcoming Strategic Projects or task requested by line manager.
  • Flexibility on answering phone calls from client or line manger after working hours.
  • Provide the needed support in cases of emergency situation after the working hours.

Qualification & Key Capabilities:

  • 3-5 years of experience as an support engineer or other relevant roles.
  • Knowledge of:
  • Confidence Delivering Training Sessions
  •  Customer Service.
  • Provide Product Knowledge
  • Prioritization
  • Knowledge-based Systems
  • Product management.
  • Technical support.
  • Strong teamwork, interpersonal skills, and problem solving skills
  • Ability to work in a multicultural environment.
  • Fluent in both English and Arabic (written and spoken)

Tadawul Technology offers an excellent benefits package plus opportunity for professional development and career advancement. Candidates interested in employment should submit a resume via e-mail, to our Human Resources Department hr@tadawul.ly.

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