Job Level: Senior
Working Schedule: Onsite
Location: Riyadh – KSA
JOB SUMMARY
Key Responsibilities:
- Lead and mentor the technical support team to deliver exceptional customer service.
- Develop and implement support processes and procedures to improve efficiency and effectiveness.
- Monitor team performance metrics and conduct regular performance reviews.
- Handle escalated customer issues, ensuring timely resolution and customer satisfaction.
- Collaborate with product development teams to provide feedback on product performance and customer needs.
- Maintain documentation of support processes, FAQs, and troubleshooting guides.
- Develop training programs for new hires and ongoing training for existing staff.
- Stay updated on industry trends and technologies to enhance support strategies.
- Manage support tools and software to ensure they meet team needs.
Qualifications:
- Bachelor’s degree in computer engineering, Computer Science, or a related field.
- +7 years’ experience in a technical support role, with at least 3 years in a management position.
- Excellent problem-solving skills and ability to think critically under pressure.
- Exceptional communication and interpersonal skills.
- Experience with support ticketing systems and CRM software.
- Ability to work collaboratively with cross-functional teams
Please share your updated CV at:
ksajobs@globitel.com as PDF with the subject Customer Support Manager.