Technical Support Manager Jobs in Dubai – UAE at Linesight

Title: Technical Support Manager

Company: Linesight

Location: Dubai – UAE

Type: Contract

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…


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