Officer - Product Support

About Almosafer

Almosafer Travel & Tourism Co is a leading travel company in Saudi Arabia, serving millions across the travel and tourism ecosystem. Our mission is to create seamless, personalized, and purpose-driven journeys, reflecting the spirit of the region. We aim to set new benchmarks for travel services and foster lasting customer connections through a team that blends cultural insight with innovation.

Role Overview

We are looking for a Product Support Officer to provide frontline assistance for digital products. This role involves troubleshooting user problems, managing tickets via Jira Service Management, and ensuring service requests are addressed promptly to deliver excellent user experiences.

Key Responsibilities

• Receive and acknowledge incidents and service requests through the Jira Service Management platform; categorize and prioritize tickets based on severity and urgency.
• Conduct initial troubleshooting following standard protocols and knowledge base resources.
• Resolve common user issues such as access permissions, basic configurations, and known product errors with documented fixes.
• Gather detailed issue information including screenshots, error logs, and steps to reproduce problems.
• Maintain regular communication with users, updating them about the progress and resolution status.
• Ensure adherence to service level agreements for response and resolution times.
• Escalate complex or unresolved problems with comprehensive troubleshooting info to higher-level support or product teams.
• Document solutions and contribute to the knowledge base to assist with recurring issues.
• Monitor ticket queues vigilantly to prevent missed or delayed responses.

Candidate Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or similar disciplines.
• Up to 1 year of experience in digital application support, technical support, service desk, or related fields.
• Basic knowledge of web application architecture and ability to analyze logs, user sessions, errors.
• Strong analytical and problem-solving capabilities.
• Effective communication skills and a customer-focused mindset.
• Ability to juggle multiple tasks under pressure while maintaining attention to detail.
• Proficient documentation skills to record troubleshooting resolutions accurately.

Work Culture

At Almosafer, we believe in purposeful, transparent work guided by accountability, trust, and collaboration. Our environment supports learning, meaningful contributions from day one, and recognition to celebrate achievements, fostering a community of trust and shared momentum.