About Almosafer and the Role

Almosafer is Saudi Arabia’s leading travel company, dedicated to shaping the future of the travel industry. Serving millions across the travel and tourism ecosystem, Almosafer strives to make every journey seamless, personal, and purposeful, delivering enriching experiences that reflect the spirit of the region. The company's vision is to be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence. We are seeking an Officer – Product Support to join our team in Riyadh, a full-time position suitable for candidates with 0-1 year of experience.

Purpose of the Role

The Officer – Product Support is responsible for providing essential first-line assistance for Almosafer's digital products. This role involves troubleshooting user issues, ensuring the timely resolution of service requests, and contributing to a consistently seamless customer experience. The individual will act as a primary point of contact for users, addressing their concerns efficiently and effectively.

Core Responsibilities

• Receive and acknowledge incidents and service requests via the Jira Service Management Platform.
• Categorize and prioritize support tickets based on their impact and urgency.
• Conduct initial troubleshooting using established standard operating procedures and the available knowledge base.
• Resolve common issues, including access and permission requests, basic configuration problems, and known product errors with documented solutions.
• Verify issue details by collecting relevant information such as screenshots, error messages, logs, and reproduction steps.
• Maintain regular communication with users, providing timely status updates on their requests.
• Meet defined Service Level Agreement (SLA) targets for response and resolution times.
• Escalate unresolved or complex product-related issues to L2 or Product Support teams, providing comprehensive troubleshooting details.
• Document resolutions and contribute to the knowledge base to address recurring issues.
• Monitor ticket queues to ensure all requests are addressed promptly and no delays occur.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Software Engineering, or a closely related field.
• 0–1 year of professional experience in Digital Application Support, Technical Support, Service Desk, or Application Support roles.

Required Skills and Competencies

• Basic understanding of web application architecture.
• Demonstrated ability to troubleshoot application-related issues through analysis of logs, user sessions, and error messages.
• Excellent analytical and problem-solving skills.
• Strong customer service orientation and effective communication skills.
• Proven ability to perform effectively under pressure and manage multiple priorities concurrently.
• Exceptional attention to detail and strong documentation capabilities.

Working at Almosafer

At Almosafer, teams operate with purpose, clarity, and a shared commitment to quality. The company values accountability, trust, and collaboration, providing a structure that enables meaningful contributions from day one. Employees experience a purpose-led workplace where their ideas can create real impact, benefit from ongoing learning and development opportunities, and receive recognition for their achievements. Almosafer fosters a community built on trust, curiosity, and shared momentum.