Job details
Do • Oversee andsupport process by reviewing daily transactions on performanceparameters • Review performance dashboard and the scoresfor the team • Support the team in improving performanceparameters by providing technical support and process guidance• Record, track, and document all queries received,problem- solving steps taken and total successful and unsuccessfulresolutions • Ensure standard processes and procedures arefollowed to resolve all client queries • Resolve clientqueries as per the SLA?s defined in the contract • Developunderstanding of process/ product for the team members tofacilitate better client interaction and troubleshooting •Document and analyze call logs to spot most occurring trends toprevent future problems • Identify red flags and escalateserious client issues to Team leader in cases of untimelyresolution • Ensure all product information anddisclosures are given to clients before and after the call/emailrequests • Avoids legal challenges by monitoringcompliance with service agreements • Handle technicalescalations through effective diagnosis and troubleshooting ofclient queries • Manage and resolve technical roadblocks/escalations as per SLA and quality requirements • Ifunable to resolve the issues, timely escalate the issues to TA& SES • Provide product support and resolution toclients by performing a question diagnosis while guiding usersthrough step-by-step solutions • Troubleshoot all clientqueries in a user-friendly, courteous and professional manner• Offer alternative solutions to clients (whereappropriate) with the objective of retaining customers? andclients? business • Organize ideas and effectivelycommunicate oral messages appropriate to listeners and situations• Follow up and make scheduled call backs to customers torecord feedback and ensure compliance to contract SLA?s •Build people capability to ensure operational excellence andmaintain superior customer service levels of the existingaccount/client • Mentor and guide Production Specialistson improving technical knowledge • Collate trainings to beconducted as triage to bridge the skill gaps identified throughinterviews with the Production Specialist • Develop andconduct trainings (Triages) within products for productionspecialist as per target • Inform client about the triagesbeing conducted • Undertake product trainings to staycurrent with product features, changes and updates •Enroll in product specific and any other trainings per clientrequirements/recommendations • Identify and document mostcommon problems and recommend appropriate resolutions to the team• Update job knowledge by participating in self learningopportunities and maintaining personalnetworks
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
Hiring company
Confidential
-
Salesforce Platform App Builder Practice Tests Testprep TrainingAED 59Duration: 1 To 2 Months
-
Cloud Architect Level 3 Advanced Diploma Course LineAED 89Duration: Upto 14 Hours
Similiar Jobs that might interest you
LEAD SYSTEMS ENGINEER (IT SYSTEMS SECURITY)
QatarEnergy... SYSTEMS ENGINEER (IT SYSTEMS SECURITY) Primary Purpose of Job QatarEnergy is looking to recruit a Lead Systems Engineer ...
Qatar 15 days ago
LEAD, TRADING APPLICATIONS DEVELOPMENT
QatarEnergy... Title LEAD, ... IT architecture, systems, ... security). • Monitor the security posture of the Trading systems ... , engineering or ...
Qatar 15 days ago
Technical Expert
NES Fircroft... systems. 12 years of general experience as an IT ... leading engineering ...
Qatar - Doha 15 days ago
LEAD, PRODUCTION MANAGEMENT (TRADING)
QatarEnergy... engineering or related field. • International certifications in IT ... systems. • International certifications in IT ...
Qatar 15 days ago
Support Supervisor (Diveboat 2)
QatarEnergy... essential both written and spoken. It is essential to have a ...
Qatar 15 days ago
MIEC Spare Parts Lead
NES Fircroft... speaking) and its technical ... s leading engineering staffing ... securing visas and work permits, to providing market-leading ...
Qatar - Doha 15 days ago
Operations Engineer (Technical)
QatarEnergy... , management systems, continuous ... managing and leading improvement ... in any engineering preferable with Petrochemical ...
Qatar 15 days ago
Tools and Systems Support Specialist
NES Fircroft... for IT-related ... MM system support, ... s leading engineering ... securing visas and work permits, to providing market-leading ...
Qatar - Doha 15 days ago
Regas Settlements Lead, Trading
QatarEnergy... & FINANCE Title REGAS SETTELMENTS LEAD, TRADING Primary Purpose of ... specialist role responsible for leading end-to-end ...
Qatar 15 days ago
Sr. Systems Engineer (Support & DB)
QatarEnergy... SYSTEMS ENGINEER (SUPPORT & DB) Primary Purpose of Job Senior System Engineer ... securing ...
Qatar 15 days ago
Applications Analyst â€
NES Fircroft... Information Technology, Computer Engineering, or Information Systems ...
Qatar - Doha 15 days ago
SYSTEMS ENGINEER (Server Deployment)
QatarEnergy... SYSTEMS ENGINEER (Server Deployment) Primary Purpose of Job The Systems Engineer ... secure ...
Qatar 15 days ago
ICT TECHNICIAN (INFRASTRUCTURE SECURITY)
QatarEnergy... systems that supports business operations in close coordination with system engineers and team lead ...
Qatar 15 days ago
SYSTEMS ENGINEER (CCTV & Access Control Systems)
QatarEnergy... SYSTEMS ENGINEER (CCTV & Access Control Systems) Primary Purpose of Job The Systems Engineer ...
Qatar 15 days ago
Flow Assurance Specialist - Qatar
NES Fircroft... systems ... leading engineering ... securing visas and work permits, to providing market-leading ...
Qatar - Doha 15 days ago
Process Technician, Qatar
NES Fircroft... leading engineering ... securing visas and work permits, to providing market-leading ...
Qatar 15 days ago
IT Infrastructure Manager
NES Fircroft... IT continuous improvement programs Ensure system ... leading engineering ...
Qatar - Doha 15 days ago
Integration Coordinator, Qatar
NES Fircroft... processes, IT systems, training and ... s leading engineering ... securing visas and work permits, to providing market-leading ...
Qatar 15 days ago
Senior Fishing Specialist
Weatherford... leading global energy services ... in all its forms and ... (similar to engineers) but also ... the Quality Systems Manual, Operating ...
Qatar - Doha 15 days ago
Why are you reporting this job?
Job has expired Cannot view this pageAlternatively, you may click on the link below or copy/paste it into your browser.
https://en-qa.whatjobs.com/coopob__cpl___2019_1013726__2204?utm_source=2204&utm_medium=feed&keyword=Technical-Lead-ITTech&location=Dukhan