Customer Support Executive

Company DescriptionNxtArray is a trusted provider of comprehensive IT solutions, enabling businesses to thrive amidst an evolving digital landscape. We specialise in innovative technology solutions, custom software development, cloud services, cybersecurity, and data-driven strategies that drive operational excellence. In addition to our core IT services, we offer cutting-edge AI/ML solutions, including private generative AI implementations, workflow automation, and predictive maintenance through MLOps and LLMOps. Though a newly established organization, our team embodies a well-rooted commitment to delivering impactful results and making things happen.📍 Location: Dubai, UAE (On-site)📅Notice Period : Immediate joiners (max 1 month), Don't apply if it's above 1 MonthAbout the RoleWe are seeking two tech-savvy and customer-oriented L1 Support Engineers in Dubai. As the first point of contact for our enterprise clients, you will play a critical role in ensuring software reliability and user satisfaction.This role is perfect for someone with a background in application support who possesses strong troubleshooting skills, a basic understanding of databases, and a passion for helping users resolve technical hurdles quickly and efficiently.Key ResponsibilitiesTicket Management: Own the first-level support queue, handling incoming tickets and customer queries within defined SLAs.User Assistance: Assist clients with portal access, system access issues, and basic software configurations.System Monitoring: Actively monitor invoice processing statuses and data pipelines to flag anomalies early.Troubleshooting & Triage: Diagnose and troubleshoot basic application issues, and cleanly escalate complex bugs to the L2 engineering team.Documentation & Communication: Maintain precise, up-to-date documentation on tickets and keep customers clearly informed on their issue resolution status.Skills & Qualifications RequiredExperience: 2 to 4 years of proven experience in application support or technical customer service.Technical Essentials: Basic knowledge of SQL (running queries, data lookups) and a strong grasp of web application environments.Problem-Solving: Strong analytical and troubleshooting skills to narrow down software glitches.Soft Skills: Excellent verbal and written communication skills with a clear customer-first mindset.Eligible candidates can share their profiles on engage@nxtarray.com