الوصف الوظيفي
FleetUp is looking for a Technical Support Manager to provide direct support for our growing projects in the MEA region. The Technical Support Manager works to ensure that the overall experience with FleetUp’s products and services is world-class by providing detailed training, remote and on-site support, and managing operational issues. The TSM is also responsible for understanding the quality of the user experience for our products and services.
This is a multi-faceted, fast-paced job in a start-up environment so flexibility and a strong work ethic are a must. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
In this role, you will have a direct impact on the continued growth and success of our brand internationally. As the Technical Support Manager, you will:
Take ownership of reported customer issues and see problems through to resolution within agreed time limits
Research, diagnose, troubleshoot, and identify solutions to resolve system and product issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Use email and chat applications to give customers quick answers to simple issues and for more complex problems that require nuanced instruction, you will contact customers via phone and/or provide clear, written instructions and technical manuals
Ask customers targeted questions to quickly understand the root of the problem
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their issues are fully resolved after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain positive, professional relationships with customers
المهارات
Knowledge/Skill Requirements:
5+ years of proven technical support work experience
Fluency in English and Arabic required
Strong organizational skills with the ability to manage time
Self-motivated and energetic advocate for continuous process improvement
Ability to operate effortlessly in a sometimes demanding, cross-functional environment
Proficiency in using business tools such as MS Office, Salesforce, and ERP SW
Hands-on experience with Windows/Linux/Mac OS environments
Strong understanding of computer systems, mobile devices, and other tech products
Strong interpersonal skills to interact and communicate effectively in one-on-one and group situations and to build cooperative effective relationships
Familiarity with remote desktop applications and help desk software
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Commitment to high professional ethical standards in a diverse workplace
Business-related travel may be required
Must have a valid Drivers License
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة الإلكترونيات الاستهلاكية
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي الإدارة
نوع التوظيف غير محدد
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني إدارة
عدد سنوات الخبرة الحد الأدنى: 5
منطقة الإقامة الإمارات العربية المتحدة
الشهادة بكالوريوس/ دبلوم عالي
https://www.bayt.com/ar/uae/jobs/technical-support-manager-mea-region-4320401/
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