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Technical Support Manager - MEA Region
Full time at HUMAX GULF FZE in Dubai, UAE

Technical Support Manager - MEA Region Full time at HUMAX GULF FZE in Dubai, UAE

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Posted on April 1, 2021

Job details

 

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

 

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