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emaratech Career Opportunity : Lead IT Customer Support (Arab Nationals), Permanent role, Dubai

Keywords / Skills : "IT Support", "IT Customer Support"

8 - 12 years
Posted: 2018-05-06

Comoros, Western Sahara, Syrian Arab Republic, Som...
IT/ Computers - Software
Technical Support Engineer
Bachelor's Degree
Posted On
6th May 2018
Job Description
We are currently looking for a Lead - IT Customer Support who can perform the below: 

  • Bachelors Degree in Computer Sciences / IT / Engineering 
  • Minimum 8 years of total experience in an IT Customer Support role and 3 years of experience in team management role 

Customer Support and Escalations
  •  Manages Operations for the respective account assigned and ensures effective service delivery and day- to- day operations 
  •  Monitor progress against KPI s set in order to ensure optimum service levels are being provided to the Client 
  •  Aligns closely with the needs of the client while retaining management responsibility for the Customer Support team 
  •  Participates in review process meetings with clients to discuss current performance of Customer Support levels against targets 
  •  Responsible for resolving client issues, proposing solutions and escalating to the respective business unit 
  •  Ensures and monitors processes are in place to proactively prevent system failure through rigorous management 
  •  Responsible for all client communications, conflict resolution, and compliance on client deliverables 

Team Management and Resourcing
  • Oversees aspects of training and continually developing a highly competent and motivated Customer Support team 
  • Mentor, support and provide the team with hands-on technical leadership to enhance the overall customer experience 
  • Manages the effective achievement of department objectives by setting individual objectives, managing performance, developing and motivating staff, providing formal and informal feedback and appraisal in order to maximize team performance 

Liaisons with Other Business Units
  • Interacts with respective business units to plan and execute Client requirements and set proper client expectations, Policies, Systems and Procedures 
  • Ensures and recommends improvements to policies and directs the implementation of procedures and controls covering all areas of Customer Support so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service 
  • Understand and embrace the corporate information security framework and perform duties according to the policy, procedures, standards, and guidelines 

Quality Management and Continuous Improvement
  • Ensures compliance with all relevant quality management procedures and controls to guarantee compliance and delivery of high-quality service 
  • Stimulates and contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account best practices, improvement of business processes, cost reduction and productivity improvement 

MIS and Reports
  • Responsible for submission of timely and accurate reports(weekly, monthly, annually) to meet emaratech’s reporting requirements. 

To Apply: To express your interest in the above vacancy please submit your CV along with the below details.

 LinkedIn URL
 Reason for looking
 Notice period (how soon can you start?)
 Years of Experience
 Current salary in AED/per month:
 Salary expectation in AED/ per month:
 Current location:

About Company

We are Emaratech (Emarat Technology Solutions) FZ LLC, a technology and professional services company that specializes in providing consulting, outsourced technology and business strategy solutions for the global corporate and government entities in the Middle East.
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