Technical Support Manager Jobs in Dubai – UAE at Linesight
Title: Technical Support Manager
Location: Dubai – UAE
Category: Customer Service/Help Desk, IT/Tech
Have you considered the managerial responsibility as your next career move and do you enjoy working with people in a technical environment where you can leverage your technical knowledge? Then take a closer look at this role.
As Support Manager / Technical Account Manager, your dual role is to lead and develop Milestone’s technical support team in Dubai and provide close support for our elite customers. You will be reporting to the Senior Support Manager who is located at our office in Denmark and you will be managing a team of three support professionals & support engineers.
You must be eligible to work in the location of selection. This is not a remote position and candidates must be located in Dubai.
Join technical experts
Milestone Technical Support is an international team of support professionals and engineers, dedicated to excellent customer and partner satisfaction. We use our core technical competencies and excellent knowledge of the Milestone software and supporting platforms and applications to deliver responsive and reliable solutions. We provide excellent support on a global scale and resolve a wide range of incidents daily, keeping cool under pressure.
Your leadership role will entail:
Lead and develop a team of support engineers, providing 24/7 technical and non-technical support to EMEA customers and partners
Implement strategic initiatives to deliver tangible improvements in customer and partner experience, cost efficiency, and employee satisfaction
Work with peers globally to ensure good escalation flow, alignment of priorities/strategy/goals, and effective service team best practices
Set and communicate team and individual goals and communicate strategy, tactics and behaviours required to achieve those goals
Maintain individual and team discipline, cohesiveness and morale – make Frontline support a great place to work
Coordinate and conduct 1:1 meetings with individual team members to provide instruction, coaching, and personal development as well as to receive personal feedback
Set and maintain adherence to daily schedules, approval of vacation time and other scheduled out-of-office time
Maintain technical skills and knowledge on products, technologies, organizations, partners and customers to ensure a complete understanding of the business, both for yourself and all team members
Own the operational plans and metrics for team to meet targets
Ensure that we actively promote and upsell service products to customers
Your Customer/Partner role:
Own the customer/partner experience – ensure high customer and partner satisfaction for EMEA and contribute to global customer and partner experience goals
Ensure that issues are responded to and followed up with an appropriate sense of urgency
Understand elite Customers’ business priorities, support requirements and expectations
Lead conference calls and reporting on a regular basis to track elite Customers’ support volume and status
Deliver onsite training of elite Customers’ frontline support representatives
Offer guidance on further training needs for elite Customers’ frontline support representatives
Contact customers/partners to perform case recoveries if customer and partner experience seems at risk
Enhance team growth and customer and partner satisfaction by creating a customer-focused culture
Build strong cooperation with EMEA partners and our commercial teams to secure great joint service to our custo…