Job Description

Company Description

RAY Labs is a PropTech company based in Beirut, focused on addressing the pain points related to space and community management. Our core product is a mobile-first SaaS platform offering dynamic features, allowing property, facility, and community managers to efficiently manage communities and spaces. By equipping stakeholders with the relevant capabilities and tools, our platform improves operational efficiency, payment convenience, community engagement, and reduces administrative work.

Position Overview

The Technical Support Intern serves as the primary point of contact for customers seeking technical assistance. This role focuses on understanding customer problems, debugging and resolving technical issues efficiently, and ensuring a positive customer experience. The right candidate will act as a bridge between customers and technical teams to deliver high-quality solutions that align with our company’s commitment to reliability and excellence in service.

Key Responsibilities:

• Respond promptly to customer inquiries through support tickets or other means.
• Follow up with customers and ask questions to ensure all relevant information is collected as soon as possible
• Debug issues and work on finding reproduction scenarios
• Provide prompt resolutions or mitigations to live issues wherever possible
• Coordinate with technical team when developer intervention is required
• Follow-up internally to ensure Service Level Agreements and client commitments are always kept
• Build and maintain documentation for product usage and troubleshooting
• Assist clients in setting up or managing the systems our software integrates with (Payment Gateways, WhatsApp Providers, …)

Required Skills and Qualifications:

Customer-Centric Approach:

• Strong interpersonal skills with a genuine passion for helping others.
• Empathy and patience when dealing with frustrated or non-technical customers.
• Ability to build trust and maintain long-term customer relationships.

Technical Expertise:

• Proficiency in troubleshooting technical issues related to software
• Familiarity with commonly used tools and platforms in customer environments
• Tech-savvy-ness, being passionate about technology and quickly picking up.

Problem Solving and Communication:

• Ability to diagnose problems quickly and offer clear, effective solutions.
• Excellent verbal and written communication skills, including the ability to explain technical concepts in layman’s terms.

Collaboration and Adaptability:

• Willingness to work closely with cross-functional teams to meet customer needs.
• Flexibility to adapt to changing customer demands and technologies.

Education:

• Bachelor’s degree in computer engineering or computer science, customer service, or a related field (or equivalent experience).

Languages:

• Proficiency in Arabic and English is a must.

Company Profile