Customer Support Specialist (Level 1)

About Interpay Interpay builds the retail payment software that banks and merchants across Saudi Arabia depend on: POS and SoftPOS acceptance, e-commerce gateways, payment switching and merchant services. Our products handle cardholder data under SAMA regulation and PCI security standards, and they run around the clock. The role Interpay's payment products run around the clock, and so does our support. When a merchant's terminal stops accepting cards, an online payment fails or a monitoring alert fires at 3 a.m., our 24/7 support centre in Riyadh responds first. As a Level 1 Customer Support Specialist, you'll be the first point of contact for merchants, banks and partners, handling enquiries in Arabic and English, resolving common issues with our knowledge base and runbooks, and escalating what you can't resolve. Fresh graduates with a strong customer focus are welcome. You'll report to the Customer Support Manager. What you'll do At Level 1 • Resolve common, documented issues using knowledge base articles and runbooks • Read logs to spot known error patterns and apply the documented fix • Acknowledge, triage and action alerts according to runbooks, escalating as defined • Contribute data and shift inputs to SLA and operational reports • Join customer site visits within Saudi Arabia when needed • Follow and contribute to knowledge base articles, working under guidance with clear escalation points Customer support • Answer merchants, banks and partners by phone, email and chat, in Arabic and English • Log, classify and prioritise every contact in the ticketing system and manage it within SLA • Troubleshoot POS terminal connectivity and configuration, declined or failed transactions, e-commerce payment errors and merchant portal access • Walk customers through checks and fixes in plain language, matched to their technical level • Escalate with a clear description, the steps already taken and the evidence, then follow up until the issue is confirmed resolved Monitoring and alerts • Watch monitoring alerts and service dashboards throughout the shift • Triage each alert, assess its impact and take the defined corrective action • Track every alert to closure, and raise potential incidents from alert patterns before customers report them • Follow major-incident procedures, including internal escalation and customer communication Logs, reporting and knowledge • Read application, system, terminal and transaction logs to find what went wrong and why • Capture log extracts, error codes and timelines in tickets so escalations don't need a repeat investigation • Produce SLA tracking, ticket, incident, alert and shift reports • Keep the knowledge base and runbooks current, in Arabic and English Shifts, site visits and security • Work a 24/7 rotating roster with structured shift handovers • Visit customer sites within Saudi Arabia when an issue can't be fixed remotely • Never request, record or store full card numbers, PINs or passwords, and verify caller identity before discussing account details • Report suspected fraud, data exposure or security incidents immediately What you'll bring • 0–2 years in customer support, a call centre, a service desk or a similar customer-facing role. Fresh graduates with a strong customer orientation are welcome. • Full professional fluency in Arabic and English (mandatory), spoken and written • Diploma or Bachelor's degree in IT, Computer Science, Business or a related field, or equivalent practical experience • Willing to work rotating shifts, including nights, weekends and public holidays • Willing to travel within Saudi Arabia at short notice to visit customer sites • Able to read system and application logs, work out the issue and decide the corrective action • Clear, accurate SLA and operational reports, with competent Excel skills • A customer-first attitude: patient, courteous and calm, including with frustrated customers • A confident telephone manner and accurate writing in both languages • Quick to learn ticketing, monitoring and diagnostic tools • Organised and reliable, with care in ticket logging, alert handling and shift handover • Willing and eligible to work on-site in Riyadh Nice to have • Customer support in payments: POS terminals, acquiring, payment gateways or merchant services • Support experience at a fintech, bank or telecom company • POS and transaction basics, such as common decline reasons and response codes • Zoho Desk, Freshdesk, Zendesk or Jira Service Management • Grafana, Zabbix, Nagios, Datadog or similar monitoring tools • Basic SQL for querying transactions and preparing reports • ITIL concepts such as incidents, requests, problems and SLAs (ITIL Foundation is a plus for Level 2) • Previous shift work in a 24/7 operation • A valid Saudi driving licence How we work • Analytical thinking: you reason from logs to cause, and from cause to the right action • Customer empathy: every caller's problem matters, and you stay courteous under pressure • Clear communication: plain language in Arabic or English, matched to the listener • Composure: calm and methodical during outages, alert storms and difficult calls • Accuracy: precise tickets, alert actions and handovers, so others can pick up without rework • Judgement: you know the limit of your level and escalate promptly instead of guessing • Reliability: you arrive prepared for every shift and keep your commitments Where and when Full-time, on-site in our 24/7 support centre in Riyadh, on a rotating roster that includes nights, weekends and public holidays. The work is mainly desk-based, using headsets, ticketing, monitoring dashboards and log tools, with hands-on use of payment terminals. You'll travel within Saudi Arabia to customer premises when needed, which may involve transporting and installing terminal equipment. Show more Show less