1 122 Help Desk Manager jobs in Bahrain
Customer Service Manager - Technical Support
97112 Saar, Northern
BHD70000 Annually
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Job Description
Our client is seeking a dynamic and experienced Customer Service Manager to lead their Technical Support team in Saar, Northern, BH . This crucial role involves overseeing all aspects of customer service operations, ensuring the delivery of exceptional technical assistance and support to a global client base. The Manager will be responsible for developing and implementing customer service strategies, setting performance standards, managing team productivity, and fostering a customer-centric culture. Key responsibilities include recruiting, training, and mentoring customer support representatives, resolving complex customer issues, analyzing customer feedback to identify areas for improvement, and implementing new tools and technologies to enhance service delivery. The ideal candidate will have a strong background in customer service management, preferably within a technical support environment, coupled with excellent leadership, communication, and problem-solving skills. A deep understanding of customer service metrics, CRM systems, and best practices in technical support is essential. This is a significant opportunity to shape the customer experience and drive customer satisfaction for a growing technology-focused company.
Key Responsibilities:
Key Responsibilities:
- Lead, coach, and develop a team of technical support specialists to deliver outstanding customer service.
- Manage daily operations of the customer service and technical support department, ensuring efficiency and effectiveness.
- Develop and implement policies, procedures, and service standards to enhance customer satisfaction.
- Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Handle escalated customer complaints and complex technical issues, providing timely and effective resolutions.
- Analyze customer feedback and support trends to identify areas for service improvement and product enhancements.
- Collaborate with product development and engineering teams to address customer issues and improve product usability.
- Develop and deliver training programs for new hires and ongoing professional development for the team.
- Manage and optimize the use of customer support software and tools.
- Ensure compliance with company policies and procedures.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, with a significant portion in a technical support environment.
- Proven leadership and team management skills, with the ability to motivate and develop staff.
- Excellent communication, interpersonal, and problem-solving abilities.
- Strong understanding of customer service principles, metrics, and best practices.
- Experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing systems.
- Ability to analyze data and identify trends to drive service improvements.
- Customer-focused mindset with a passion for delivering exceptional experiences.
- Experience in the IT or technology sector is highly desirable.
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0
Customer Service Representative - Technical Support
601, BH Askar, Southern
BHD20 Hourly
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Our client is seeking a dedicated and customer-focused Customer Service Representative to provide exceptional technical support in **Tubli, Capital, BH**. The ideal candidate will have strong communication skills, a patient demeanor, and a passion for helping customers resolve technical issues. As a Technical Support Representative, you will be the first point of contact for customers seeking assistance with our client's products and services. Responsibilities include answering incoming calls, emails, and chat inquiries, diagnosing and troubleshooting technical problems, guiding customers through step-by-step solutions, documenting customer interactions and issues accurately in the CRM system, and escalating complex issues to higher support tiers when necessary. You will be expected to maintain a high level of customer satisfaction by providing timely and effective solutions. A high school diploma or equivalent is required, and some college coursework or a technical certification is a plus. Previous experience in customer service or technical support, particularly in a call center environment, is highly preferred. Proficiency in using computers and various software applications, including CRM systems, is essential. Strong problem-solving skills, active listening abilities, and the capacity to explain technical information clearly to non-technical users are crucial. This is an on-site role at our **Tubli, Capital, BH** location.
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1
Customer Service Representative - Technical Support
50080 Saar, Northern
BHD15 Hourly
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Our client, a leading provider of innovative software solutions, is seeking a highly motivated and customer-focused Customer Service Representative to join their technical support team. This role is essential in providing exceptional support to clients, resolving technical issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a strong technical aptitude, and a passion for helping others. You will be responsible for responding to customer inquiries via phone, email, and chat, troubleshooting software problems, and escalating complex issues when necessary. This position offers a fantastic opportunity to grow within a supportive and dynamic company.
Responsibilities:
Responsibilities:
- Provide first-line technical support to customers experiencing issues with our software products.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and diagnose software-related problems, guiding customers through step-by-step solutions.
- Escalate unresolved issues to higher-level support teams or relevant departments.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Educate customers on product features and functionalities to enhance their user experience.
- Identify trends in customer issues and provide feedback to the product development team.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Adhere to service level agreements (SLAs) for response and resolution times.
- Continuously update knowledge base articles and FAQs based on common customer issues.
- Participate in ongoing training to stay current with product updates and support procedures.
- Assist with testing new software releases to identify potential bugs or usability issues.
- High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
- Proven experience in customer service or technical support, preferably in the software industry.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with computer systems and common software applications.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Patient, empathetic, and customer-oriented attitude.
- Ability to explain technical concepts clearly to non-technical users.
- Experience with CRM software and ticketing systems is desirable.
- Familiarity with troubleshooting methodologies.
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2
Senior Customer Service Manager - Technical Support
20114 Northern, Northern
BHD70000 Annually
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Our client is seeking a highly experienced and results-oriented Senior Customer Service Manager to lead their Technical Support team in **Shakhura, Northern, BH**. This role is essential for maintaining high standards of customer satisfaction and ensuring efficient resolution of technical issues. You will be responsible for managing the day-to-day operations of the customer service department, including supervising a team of support specialists, setting performance goals, and developing training programs to enhance team skills. Your duties will encompass handling escalated customer complaints, analyzing support data to identify trends and areas for improvement, and implementing strategies to boost customer loyalty and retention. You will work closely with product development and engineering teams to provide feedback on product issues and enhancements. A deep understanding of customer service best practices, CRM systems, and technical support processes is required. The ideal candidate will possess exceptional leadership, communication, and problem-solving skills, with a proven ability to motivate teams and drive service excellence. Experience in managing support operations for technology products or services is a significant advantage. This is a critical on-site role based at our **Shakhura, Northern, BH** location, requiring full-time dedication to overseeing and optimizing the customer support function. Join our client and make a tangible impact on our customer experience.
Responsibilities:
Responsibilities:
- Manage and lead a team of customer service and technical support representatives.
- Develop and implement strategies to improve customer satisfaction and retention.
- Oversee daily operations of the customer service department.
- Handle escalated customer issues and ensure timely resolution.
- Train and mentor customer support staff.
- Monitor key performance indicators (KPIs) and identify areas for improvement.
- Collaborate with other departments to address customer feedback and product issues.
- Maintain and improve support documentation and knowledge base.
- Ensure adherence to company policies and service level agreements (SLAs).
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service management, with at least 2 years in a senior role.
- Proven experience in managing technical support teams.
- Strong understanding of customer service principles and CRM software.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to resolve complex customer issues.
- Proficiency in performance analysis and reporting.
- Experience in the technology or telecommunications sector is preferred.
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3
Senior Customer Service Manager - Technical Support
1025 Saar, Northern
BHD27 Hourly
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Job Description
Our client, a dynamic technology solutions provider operating in **Saar, Northern, BH**, is seeking an experienced and highly motivated Senior Customer Service Manager to lead their technical support team. This role is crucial for ensuring exceptional customer satisfaction by managing efficient and effective support operations. The ideal candidate will have a strong background in customer service management, technical troubleshooting, and team leadership, with a passion for delivering outstanding client experiences.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Oversee the day-to-day operations of the technical support department, ensuring timely and accurate resolution of customer inquiries and issues.
- Manage, train, mentor, and motivate a team of customer service representatives and technical support specialists in **Saar, Northern, BH**.
- Develop and implement customer service policies, procedures, and standards to enhance service quality and efficiency.
- Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores (CSAT), and identify areas for improvement.
- Handle escalated customer complaints and complex technical issues, ensuring swift and satisfactory resolution.
- Collaborate with product development and engineering teams to provide feedback on product issues and suggest improvements.
- Develop and maintain a comprehensive knowledge base and troubleshooting guides for the support team.
- Implement and manage customer relationship management (CRM) systems and other support tools.
- Analyze customer feedback and service data to identify recurring problems and implement preventative measures.
- Ensure the team adheres to service level agreements (SLAs) and company objectives.
- Conduct regular performance reviews and provide ongoing coaching to team members.
- Develop and manage the department's budget.
- Contribute to the overall customer experience strategy of the company.
- Foster a positive and proactive customer service culture within the team.
Qualifications:
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Minimum of 5 years of experience in customer service management, with at least 3 years in a leadership role overseeing technical support.
- Proven track record of improving customer satisfaction and operational efficiency.
- Strong understanding of technical support processes and common IT issues.
- Excellent leadership, communication, problem-solving, and conflict-resolution skills.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work under pressure and manage multiple priorities.
- Proficiency in English is essential; Arabic language skills are an advantage.
- Ability to train and develop team members effectively.
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4
Senior Customer Service Manager - Technical Support
205, Tubli Askar, Southern
BHD55000 Annually
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Service Manager to lead their technical support team in Tubli, Capital, BH . This critical role involves overseeing daily operations, managing a team of customer service representatives and technical support specialists, and ensuring the delivery of exceptional support services to clients. The ideal candidate will have a proven track record in customer service management, strong leadership skills, and a deep understanding of technical support processes and customer relationship management. You will be instrumental in enhancing customer satisfaction and loyalty through efficient and effective support.
Key responsibilities include managing the day-to-day operations of the customer service department, including scheduling, performance monitoring, and workload distribution. You will lead, train, coach, and motivate the customer service team to achieve high levels of performance and customer satisfaction. Developing and implementing customer service policies and procedures to ensure consistent and high-quality support is a core function. Analyzing customer feedback and support metrics to identify areas for improvement and implementing corrective actions will be crucial. The Senior Customer Service Manager will handle escalated customer issues and complaints, resolving them promptly and effectively. They will also be responsible for managing the CRM system, ensuring accurate record-keeping of customer interactions and support requests. Collaborating with other departments, such as product development and sales, to address customer concerns and provide insights into customer needs is essential. Staying updated on product knowledge and industry best practices in customer service and technical support is paramount. Developing and delivering training programs for the support team on new products, services, and support techniques will also be a key responsibility. The ability to foster a positive and customer-centric team culture is vital. Excellent communication, problem-solving, and interpersonal skills are required for this role. A strategic approach to customer relationship management and a passion for exceeding customer expectations are essential qualities.
Qualifications:
Key responsibilities include managing the day-to-day operations of the customer service department, including scheduling, performance monitoring, and workload distribution. You will lead, train, coach, and motivate the customer service team to achieve high levels of performance and customer satisfaction. Developing and implementing customer service policies and procedures to ensure consistent and high-quality support is a core function. Analyzing customer feedback and support metrics to identify areas for improvement and implementing corrective actions will be crucial. The Senior Customer Service Manager will handle escalated customer issues and complaints, resolving them promptly and effectively. They will also be responsible for managing the CRM system, ensuring accurate record-keeping of customer interactions and support requests. Collaborating with other departments, such as product development and sales, to address customer concerns and provide insights into customer needs is essential. Staying updated on product knowledge and industry best practices in customer service and technical support is paramount. Developing and delivering training programs for the support team on new products, services, and support techniques will also be a key responsibility. The ability to foster a positive and customer-centric team culture is vital. Excellent communication, problem-solving, and interpersonal skills are required for this role. A strategic approach to customer relationship management and a passion for exceeding customer expectations are essential qualities.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, with at least 2 years in a supervisory or managerial role overseeing technical support.
- Proven ability to lead, mentor, and manage a team of customer service professionals.
- Strong understanding of customer service principles, call center operations, and technical support processes.
- Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud) and helpdesk ticketing systems.
- Excellent problem-solving, decision-making, and conflict-resolution skills.
- Exceptional communication, listening, and interpersonal skills.
- Ability to analyze data and generate reports to track performance and identify trends.
- Strong organizational and time management skills.
- Commitment to providing a superior customer experience.
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5
Senior Customer Service Representative - Technical Support
1003 Manama, Capital
BHD45000 Annually
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Job Description
Our client is seeking a dedicated and empathetic Senior Customer Service Representative to join their thriving support team. This role is based in Manama, Capital, BH , but the position is fully remote, allowing you to provide exceptional service from the convenience of your home office. You will be responsible for addressing customer inquiries, resolving technical issues, and ensuring a high level of customer satisfaction. Your primary focus will be on providing prompt, accurate, and friendly support via phone, email, and chat. This position requires excellent communication skills, patience, and a strong aptitude for troubleshooting technical problems.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve technical issues via phone, email, and chat in a timely and professional manner.
- Provide first-level technical support for our products and services.
- Guide customers through troubleshooting steps and product usage.
- Escalate complex issues to appropriate departments or senior support staff.
- Maintain accurate records of customer interactions and issue resolution in the CRM system.
- Identify and report recurring issues or trends to management.
- Contribute to the knowledge base by documenting solutions and creating FAQs.
- Gather customer feedback and provide insights for service improvement.
- Adhere to company policies and service level agreements (SLAs).
- Offer a positive and helpful customer experience, aiming for first-contact resolution whenever possible.
Qualifications:
- High school diploma or equivalent; associate's or bachelor's degree preferred.
- Minimum of 3 years of experience in customer service, with at least 1 year in a technical support role.
- Excellent verbal and written communication skills.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to empathize with customers and manage challenging situations calmly.
- Good typing skills and computer literacy.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable internet connection and a dedicated, quiet workspace.
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6
Senior Technical Support Specialist - Customer Service
6001 Seef, Capital
BHD65000 Annually
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Job Description
Our client, a rapidly expanding technology company, is seeking a highly skilled and customer-focused Senior Technical Support Specialist. This role is fully remote, allowing you to provide expert assistance to our global customer base. You will be responsible for resolving complex technical issues, guiding users through troubleshooting processes, and contributing to the improvement of our support resources.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, chat, and remote access tools.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues for our proprietary products.
- Escalate unresolved issues to appropriate engineering or development teams, ensuring clear documentation and follow-up.
- Create and maintain comprehensive technical documentation, knowledge base articles, and user guides.
- Train and mentor junior support staff, sharing expertise and best practices.
- Analyze support trends and provide feedback to product development and quality assurance teams to improve product reliability.
- Proactively identify potential customer issues and provide preventative solutions.
- Manage customer support tickets, ensuring timely and satisfactory resolution according to service level agreements (SLAs).
- Participate in the development and implementation of new support processes and tools.
- Contribute to customer satisfaction by delivering exceptional and efficient technical assistance.
- Stay updated on product releases, updates, and relevant technologies.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support or a customer-facing IT role.
- Proven ability to diagnose and resolve complex technical problems across various platforms (Windows, macOS, Linux).
- Strong understanding of networking concepts, hardware components, and software applications.
- Excellent troubleshooting methodology and analytical skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
- Previous experience mentoring or leading a support team is a significant advantage.
- IT certifications (e.g., CompTIA A+, Network+, MCSA) are a plus.
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7
Remote Customer Service Representative - Technical Support
106 Southern, Southern
BHD1800 month
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Job Description
Our client is seeking a professional and empathetic Remote Customer Service Representative to provide exceptional technical support to their clientele from the comfort of their homes. This role is vital in ensuring customer satisfaction by resolving inquiries and technical issues efficiently and effectively. The successful candidate will handle inbound customer calls, emails, and chat inquiries, diagnose technical problems, and guide customers through troubleshooting steps. Key responsibilities include documenting customer interactions, escalating complex issues to appropriate teams, and providing feedback to improve products and services. The ideal candidate will have excellent communication and problem-solving skills, a patient demeanor, and a strong aptitude for understanding technology. Previous experience in a customer service or technical support role, preferably in a remote setting, is highly desirable. Proficiency in using CRM software and a stable internet connection are essential. We are looking for a reliable, self-motivated individual who is dedicated to providing outstanding customer experiences. This is a great opportunity to join a supportive team and contribute to a company known for its commitment to customer care.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide technical assistance and troubleshoot issues with products or services.
- Guide customers through step-by-step solutions to resolve their problems.
- Document all customer interactions and resolutions in the CRM system.
- Identify and escalate priority issues to the appropriate technical teams.
- Educate customers on product features and functionalities.
- Strive to achieve high levels of customer satisfaction through effective problem-solving.
- Maintain a deep understanding of the company's products and services.
- Contribute to team goals and objectives.
Qualifications:
- Previous experience in customer service or technical support.
- Excellent verbal and written communication skills.
- Strong problem-solving and active listening abilities.
- Patience and a customer-centric attitude.
- Ability to multitask and manage time effectively.
- Proficiency with computers and common software applications.
- Familiarity with CRM systems is a plus.
- Ability to work independently and reliably in a remote setting.
- High school diploma or equivalent required.
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8
Customer Service Team Lead - Technical Support
22201 Tubli, Central
BHD50000 Annually
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Our client is seeking an experienced and motivated Customer Service Team Lead to manage and guide their technical support team in **Janabiyah, Northern, BH**. This role is responsible for ensuring the delivery of exceptional customer service, resolving complex customer issues, and improving overall customer satisfaction. You will lead a team of customer service representatives, provide training, monitor performance, and implement strategies to enhance service quality and efficiency. The ideal candidate will have a strong background in customer service management and a passion for technology and problem-solving.
Key Responsibilities:
The ideal candidate will have a Bachelor's degree or equivalent practical experience. A minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role, is required. Previous experience in technical support is essential. Strong understanding of customer service principles, performance management, and team leadership is a must. Excellent communication, interpersonal, problem-solving, and conflict resolution skills are critical. Proficiency in customer relationship management (CRM) software is preferred. This role offers a competitive salary, benefits package, and opportunities for professional development.
Key Responsibilities:
- Lead, coach, and motivate a team of technical support agents to achieve performance goals.
- Oversee daily operations of the customer service department, ensuring efficient workflow and timely issue resolution.
- Handle escalated customer complaints and complex technical issues, providing expert solutions.
- Monitor customer service performance metrics (e.g., response time, resolution rate, customer satisfaction scores) and implement improvements.
- Develop and deliver training programs for new and existing team members.
- Ensure adherence to company policies, procedures, and service standards.
- Collaborate with other departments (e.g., product, engineering) to address customer feedback and technical issues.
- Maintain up-to-date knowledge of the company's products and services.
- Prepare reports on team performance, customer feedback, and operational efficiency.
- Foster a positive and supportive work environment for the team.
- Contribute to the continuous improvement of customer service processes and strategies.
The ideal candidate will have a Bachelor's degree or equivalent practical experience. A minimum of 5 years of experience in customer service, with at least 2 years in a team lead or supervisory role, is required. Previous experience in technical support is essential. Strong understanding of customer service principles, performance management, and team leadership is a must. Excellent communication, interpersonal, problem-solving, and conflict resolution skills are critical. Proficiency in customer relationship management (CRM) software is preferred. This role offers a competitive salary, benefits package, and opportunities for professional development.
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