We are hiring Technical Support Coordinator with minimum 2 years of UAE experience in site coordination/allocation work. But the candidate should be available here in UAE & should have good communication skills in English
Job description:
* Respond to technical support requests from clients through email, phone and chat
* Prioritize and manage technical support tickets to ensure that all requests are addressed in a timely and efficient manner
* Arrange regular meeting and communicate with clients to gather information, provide updates and resolve technical issues
* Develop and maintain accurate and up-to-date client information and support history records
* Monitor support ticket trends and proactively identify areas for improvement
* Maintain records of technician performance and productivity
* Professional relationship with KTC International's clients and report to KTC Customer Support Manager
* Be the voice of the customer:
- Build strong relationships
- Share customer difficulties / expectations within KTC management and act as the escalation point when normal flow does not satisfy
* Manage customer's contract:
- Manage new and renewal contract application including performance claims
- File the records and documents professionally
- Support cash collection effort as required
- Ensure the required reporting/KPIs
* Prepare AMC cost calculation for the renewal and / or any new projects
Mandatory Skills:
* At least 2 years of experience in a technical support, customer service experience role or in a similar role or field
* Fluent in English. Urdu and Arabic is not mandatory but adds more value
* Technical knowledge and troubleshooting skills
* Excellent communication and interpersonal skills
* Ability to multitask and prioritize tasks effectively
* Self-motivated and able to work independently and organized
* Proficiency in relevant software and tools, Outlook, Word, Excel, Power point
* Professional and good relationship with colleagues and the client
* Ability to work well under pressure and meet deadlines and proven time management skills
* Team player with strong presentation, communication, analytical, negotiation and problem solving skills
* UAE driving license
Education:
Bachelor Degree/Diploma in Computer Science/Information Technology / Electronics Engineering.
Technical Knowledge:
* General knowledge of IT, electronics, CCTV and/or similar
* General knowledge of contracts
* ERP and Microsoft office tools
