Software Technical Support

Software Technical Support SpecialistCompany Description Simple Touch Software Solutions is a leading food and beverage software company in Egypt and the Middle East, specializing in POS, ERP, and restaurant management systems.

Since 2000, the company has built a strong market presence by providing reliable, user-friendly, and adaptable software solutions that help restaurants and cafés manage their operations efficiently, monitor transactions, optimize workflows, and improve profitability.

Through its commitment to continuous improvement, customer satisfaction, and reliable technical support, Simple Touch helps businesses streamline their operations and achieve sustainable growth.

Role Description We are looking for a smart, analytical, fast-learning, and hands-on individual to join our Technical Support and Operations team.

This role is ideal for a fresh graduate or an early-career professional who enjoys solving technical problems, exploring how software works, and learning new technologies.

The successful candidate will provide technical assistance, software implementation, configuration, and operational support for our POS, ERP, CRM, and restaurant management solutions.

The position combines office-based technical support with field operations, including visiting restaurant branches, troubleshooting on-site issues, and assisting with software installations and deployments.

Beyond resolving reported issues, we expect the candidate to investigate underlying causes, recognize recurring problems, document solutions, and contribute to improving our technical support operations.

We value logical thinking, curiosity, initiative, and independent learning as much as formal qualifications or previous experience.

Important Job Requirements – Please Read Before Applying This is a technical support and field operations position, not a remote-only or desk-based customer service role.

Candidates must be comfortable with the following responsibilities:

• Performing on-site technical visits to restaurants, cafés, and customer branches across Cairo and Greater Cairo.
• Installing, configuring, and troubleshooting POS software and related equipment.
• Working directly with restaurant managers, cashiers, and operational teams.
• Traveling between customer locations when required.
• Responding to urgent technical issues during assigned working hours.
• Handling both office-based support activities and field technical assignments.
• Working in restaurant environments where operational issues may require immediate investigation and resolution.

Regular customer site visits are an essential part of this position. Applicants must be willing and available to perform field assignments when required.

Key ResponsibilitiesTechnical Support &

• Troubleshooting

• Provide technical support to customers using the company's POS, ERP, CRM, and restaurant management systems.
• Investigate software-related issues, analyze symptoms, identify possible causes, and implement appropriate solutions.
• Troubleshoot problems systematically rather than relying solely on predefined solutions.
• Diagnose issues related to Windows, SQL Server, databases, networks, and software connectivity.
• Respond to customer inquiries through phone calls, support tickets, and online communication channels.
• Explain technical solutions clearly and professionally to customers with different levels of technical knowledge.
• Document reported issues, troubleshooting steps, root causes, and final resolutions.
• Identify recurring problems and recommend practical ways to prevent them.
• Escalate complex technical issues to the relevant internal teams with clear documentation and evidence.

POS Implementation &

• Field Operations

• Participate in the installation, configuration, and deployment of restaurant POS systems.
• Configure POS terminals, receipt printers, users, permissions, and related system settings.
• Perform on-site visits for installations, maintenance, troubleshooting, and operational support.
• Assist with software updates, database connectivity, and system configuration.
• Verify system functionality and operational readiness before customer go-live.
• Support customers during system implementation and initial operation.
• Coordinate with internal teams to resolve field-related technical issues.

CRM &

• Business Applications Support

• Assist with the configuration and operation of CRM and customer engagement applications.
• Support customer databases, loyalty programs, and related business workflows.
• Investigate synchronization and integration issues between systems.
• Help customers understand and use the company's software solutions effectively.

Documentation &

• Continuous Improvement

• Learn the company's software products, internal procedures, and troubleshooting methods quickly.
• Use technical documentation, online resources, and AI tools responsibly to research problems and improve productivity.
• Contribute to internal knowledge bases, FAQs, and troubleshooting guides.
• Collaborate with colleagues to improve support quality, reduce resolution time, and enhance customer satisfaction.
• Identify opportunities to improve technical support and implementation processes.

Qualifications and Requirements

• A university degree or diploma in Computer Science, Information Technology, Information Systems, or a related field is preferred.
• Fresh graduates and early-career candidates are encouraged to apply.
• Good computer skills and the ability to work confidently with different software applications.
• Proficiency in at least one specialized software application is an advantage, particularly Microsoft Excel, SQL tools, or other relevant technical applications.
• Good English reading comprehension and writing skills, with the ability to understand technical documentation.
• Good Arabic communication skills and the ability to explain technical information clearly.
• Basic understanding of Windows operating systems, computer networks, databases, or software troubleshooting.
• Previous experience with POS, ERP, retail, or Food &

  • Beverage systems is preferred but not mandatory.

• Willingness to perform customer site visits and field technical assignments.
• Ability to travel between customer locations across Cairo and Greater Cairo.
• Access to reliable transportation is an advantage.
• Full availability for the agreed working schedule and the ability to meet the role's operational requirements.

Essential Skills and Personal Attributes 1.

Analytical

Thinking The ability to examine a problem logically, connect relevant information, identify patterns, and determine the most likely cause.

2. Problem-Solving Ability A structured approach to troubleshooting, testing possible solutions, and verifying results.

3. Fast Learning The ability to understand new systems, procedures, and technical concepts quickly.

4. Research and Self-Learning The initiative to search for information, consult technical documentation, and learn independently instead of waiting for instructions at every step.

5. Attention to Detail The ability to notice small differences, recognize unusual behavior, and document technical issues accurately.

6. Communication Skills The ability to listen carefully, ask the right questions, and explain technical solutions in a simple and professional manner.

7. Ownership and Initiative A willingness to take responsibility for assigned cases, follow up on unresolved issues, and seek solutions proactively.

8. Field Readiness and Flexibility The willingness to work at customer locations, adapt to different restaurant environments, and handle technical assignments outside the office.

9. Continuous Improvement The ability to recognize opportunities to improve troubleshooting procedures, documentation, and team performance.

What We Value Most We do not expect every candidate to know everything from day one.

We are particularly interested in candidates who demonstrate:

• Strong logical and analytical thinking.
• Curiosity and a genuine willingness to learn.
• Initiative and personal responsibility.
• Independent research and problem-solving skills.
• Ability to adapt to unfamiliar technical challenges.
• Readiness to handle both office-based and field technical work.
• Commitment to continuous learning and improvement.

The ability to learn quickly, think critically, take ownership, and solve problems independently is more important than having extensive previous experience.

Before You Apply Please make sure you understand that this position requires both technical support responsibilities and regular field visits to customer locations.

Candidates who are looking exclusively for remote work, office-only technical support, or customer service positions without field assignments should not apply.

We look forward to welcoming motivated individuals who are ready to learn, take responsibility, and develop their technical careers with Simple Touch Software Solutions.