الوصف الوظيفي
We are seeking to hire a Customer Support Engineer (with UAE Driving License) for our client, a digital security solution with operations in India, Middle East & Africa.
The Customer Support Engineer will report to Founder/CEO.
Duties and Responsibilities
Provide Technical Customer Service
Combining technical expertise with customer service .
Serve on the front lines by answering questions and troubleshooting technical problems through phone, email, and chat.
Assist customers with onboarding of a company’s product or service and also guide clients through installation and updating issues as needed.
Lead Issue Tracking
Track issues and incoming requests across different teams.
Analyze how their company’s audience is using support documentation in order to quantify opportunities for customer improvement.
Shield other technical departments from disruptions and stagnation.
Oversee Customer Service Improvements
Follow up on customer service interactions to measure customer happiness.
Improve customer support quality by studying and re-designing processes, setting up and communicating service metrics, monitoring and evaluating results, and implementing changes.
Track and report on all service escalations to create improvement plans.
Recommend Product Improvements
Helping with product improvements.
Communicating with managers to report suggestive takeaways from customers.
Improve processes and systems.
Write Support Documentation
Own and create all product and service-related technical documentation.
Author text and build new tools to increase support flows.
Update a website, add help tips to internal support apps, or update phone scripts for customer-facing help centers.
Ensuring onboarding guides are useful, convenient, and easily accessed both internally and externally.
المهارات
Qualifications for Support Engineer
2-3 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies’ products and services
Adept at software solutions, knowledge about SaaS based systems and big plus
Comfortable working in and assisting others through company help desk software, such as Zoho desk in addition to other remote access desktop programs
Extensive experience working with different operating systems including Android, Windows and Mac OS
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Ability to prioritize and manage several milestones and projects efficiently
Professional written and interpersonal skills are essential when communicating with customers and clients
Experience installing and configuring computer systems and applications for SME sector
Experience working in education domain a huge plus
Accept constructive criticism and customer feedback regarding their experience with software or IT services
Work Conditions
On-call availability and periodic overtime
Sitting for extended periods of time.
SALARY : AED 4000 – 5000 +Bonus
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة خدمات تكنولوجيا المعلومات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الخدمات المساندة
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 2
الشهادة بكالوريوس/ دبلوم عالي
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/customer-support-engineer-4144720/
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