Technical Support DITC Software Co. (KSA)

Built and managed a complete customer support operation for three Saudi-based digital platforms developed by DITC Software Co.:

Smar — Hospitality & events destination platform (Riyadh)

Dhameen — Secure e-commerce escrow & buyer protection platform

One Step — IT services provider (applications, dashboards & hosting)

The engagement covered full setup from zero — ticketing system, CRM workflows, agent training, quality framework, and technical support operations — across three different platforms simultaneously.

Key Deliverables

🎫 Ticketing & Queue System — Designed and implemented a full customer service queue management and ticketing system from scratch, covering issue categorization, priority routing, and resolution workflows tailored to each platform

📋 CRM Workflows — Built service request types, escalation paths, and response templates for each client's specific use case

🖥️ Technical Support — Handled technical issues related to application bugs, dashboard errors, hosting downtime, and connectivity problems for One Step clients

🎓 Agent Training — Developed training materials and onboarded support agents on platform-specific processes and tools

📊 Quality Control & Auditing — Established QA frameworks including chat/ticket monitoring, auditing, and agent performance scoring

🗓️ WFM Scheduling — Managed workforce scheduling aligned with each platform's traffic patterns and peak hours

📈 Reporting & Monitoring — Tracked SLA compliance, resolution rates, and agent productivity across all three accounts

Impact

Delivered a fully operational, multi-platform support infrastructure that enabled three distinct digital products to launch with a professional, process-driven customer service operation ready to handle real user traffic from day one.

Sector: SaaS | Events & Hospitality | E-Commerce | IT Services

Location: Saudi Arabia (Remote)

Platforms Supported: Smar Events · Dhameen · One Step

Language: Arabic & English