Technical Support Services

Company Description Mada Technical Services is a software development company providing integrated digital solutions that help organizations transform, grow, and lead in their sectors. The company combines deep technical expertise with a strong understanding of local business environments to deliver intelligent, flexible, and scalable systems. Mada Technical Services focuses on tailored solutions rather than off-the-shelf products, designing technology that aligns with each client’s goals and operations. Its core offerings include ERP systems, school and pharmacy management platforms, HRM solutions, custom administrative and financial systems, web and mobile application development, and digital transformation services. Mada Technical Services supports clients across education, healthcare, retail, finance, government, and professional services, backed by ongoing technical support and continuous improvement.Role Description The Technical Support Services role is a full-time, on-site position based in Medina. The role involves providing first-line technical support for Mada’s software solutions, responding to user inquiries, and diagnosing and resolving technical issues in a timely manner. Day-to-day tasks include troubleshooting application and system problems, guiding customers through solutions, documenting incidents and resolutions, and escalating complex issues to relevant teams when necessary. The role also includes monitoring system performance, assisting with updates and configurations, and collaborating with development and implementation teams to improve product stability and user experience. The Technical Support Services professional is expected to maintain high levels of customer satisfaction, follow established support procedures, and contribute to knowledge base articles and support documentation.Qualifications Strong Technical Support and Troubleshooting skills, with the ability to resolve software and systems issues efficiently.Customer Support and Customer Satisfaction skills, with a service-oriented approach and clear, professional communication.Analytical Skills for diagnosing root causes, interpreting logs and error messages, and proposing effective solutions.Familiarity with business software such as ERP, HRM, or other enterprise systems is highly beneficial.Basic understanding of databases, networks, and common operating systems used in business environments.Ability to work on-site in Medina, manage multiple support cases, and prioritize tasks based on impact and urgency.Relevant technical diploma or degree in Information Technology, Computer Science, or a related field is preferred.Previous experience in a helpdesk, application support, or client-facing technical role is an advantage.