273 Help Desk Technician jobs in Bahrain

• Lead, train, and mentor a team of customer service and technical support agents.
• Oversee daily support operations, ensuring timely and effective resolution of customer issues.
• Act as the primary escalation point for complex technical problems and customer complaints.
• Develop and maintain comprehensive troubleshooting guides and knowledge base articles.
• Monitor team performance, analyze support metrics, and implement improvements to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to address product bugs and suggest feature enhancements based on customer feedback.
• Ensure adherence to company policies, procedures, and service level agreements.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Identify training needs and develop relevant training programs for the support team.
• Contribute to the overall strategy for customer support and service excellence.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3-5 years of experience in a technical support role, with at least 1-2 years in a leadership or supervisory capacity.
• Proven expertise in troubleshooting hardware, software, and network issues.
• Strong understanding of customer service principles and best practices.
• Excellent problem-solving, analytical, and critical-thinking skills.
• Exceptional verbal and written communication skills.
• Experience with CRM systems and ticketing software.
• Ability to manage multiple priorities and work effectively under pressure.
• Demonstrated ability to motivate and guide a team.

• Respond promptly and professionally to customer inquiries regarding product features, functionality, and troubleshooting.
• Provide first-level technical support for software applications, diagnosing and resolving issues efficiently.
• Guide customers through step-by-step solutions to complex technical problems.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update knowledge base articles, FAQs, and user guides to empower customers.
• Gather customer feedback and report recurring issues to help improve products and services.
• Assist with customer onboarding and provide training on product usage.
• Proactively identify opportunities to enhance the customer support experience.
• Collaborate with team members to share best practices and improve support processes.
• Ensure customer satisfaction by providing timely, accurate, and empathetic support.
• Adhere to service level agreements (SLAs) for response and resolution times.

• Proven experience in customer service, technical support, or a similar client-facing role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Patience, empathy, and a customer-centric approach.
• Strong problem-solving and analytical skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• A team player with a proactive attitude and a willingness to learn.
• Familiarity with (mention relevant software/technology if applicable) is a plus.
• This role offers a hybrid work arrangement, with a balance of remote work and in-office presence at our A'ali, Northern, BH location.

• Bachelor's degree in Business Administration, Management, or a related field; equivalent experience considered.
• Minimum 7 years of experience in customer service management, with at least 4 years in a leadership role overseeing technical support.
• Proven experience managing and developing remote customer support teams.
• Strong understanding of CRM systems (e.g., Salesforce, Zendesk) and helpdesk ticketing platforms.
• Excellent knowledge of customer service principles, metrics, and best practices.
• Demonstrated ability to analyze data, identify trends, and implement process improvements.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to lead and motivate a remote team effectively.
• Experience in developing training programs and performance management frameworks.

• Respond promptly and professionally to customer inquiries via phone, email, and chat regarding product features, troubleshooting, and account-related issues.
• Diagnose and resolve technical issues encountered by customers, guiding them through step-by-step solutions.
• Provide clear and concise explanations of product functionalities and usage instructions.
• Escalate complex technical issues to senior support staff or relevant departments when necessary, ensuring thorough documentation.
• Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolutions in the CRM system.
• Identify recurring customer issues and provide feedback to the product development and QA teams for service and product improvements.
• Educate customers on best practices for using our products and services to enhance their experience.
• Contribute to the development and maintenance of a comprehensive knowledge base of FAQs, troubleshooting guides, and support articles.
• Meet and exceed individual performance metrics related to customer satisfaction, first-contact resolution, and response times.
• Continuously seek opportunities to improve customer service processes and enhance the overall customer journey.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in customer service, technical support, or a helpdesk role.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities with a patient and methodical approach.
• Proficiency in using helpdesk software and CRM systems.
• Ability to explain technical concepts clearly and simply to non-technical users.
• Strong organizational skills and attention to detail.
• Self-motivated and able to work independently in a remote environment, managing time effectively.
• Reliable internet connection and a dedicated, quiet workspace.
• Familiarity with (mention a relevant software/product type if applicable, e.g., SaaS products, mobile applications, hardware devices) is an advantage.

• Provide advanced technical support and customer service to clients, addressing inquiries and resolving issues promptly and effectively.
• Diagnose and troubleshoot software and hardware problems, escalating complex issues to appropriate technical teams when necessary.
• Guide customers through product features, setup, and troubleshooting processes.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
• Develop and update support documentation, FAQs, and knowledge base articles.
• Identify recurring customer issues and provide feedback to product development and quality assurance teams.
• Assist in training and mentoring junior support staff.
• Proactively identify opportunities to improve the customer support process and customer satisfaction.
• Handle customer escalations with professionalism and a focus on resolution.
• Contribute to a positive and collaborative remote team environment.

• Proven experience in a customer service or technical support role, with at least 5 years in a senior capacity.
• Strong understanding of common software applications, operating systems, and hardware.
• Excellent troubleshooting and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to communicate technical information clearly and concisely.
• Proficiency with helpdesk software and CRM systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a remote setting.
• Experience in (mention a relevant industry, e.g., SaaS, Fintech, E-commerce) is a plus.
• Bachelor's degree in a related field or equivalent practical experience.

Overview

Provide support to Total CX customers by effectively handling and resolving customer inquiries or complaints and ensuring customer satisfaction at the core of every decision and behaviour.

• Attend queries, requests or complaints related to Mobile/Fixed/ Inet/ Directory Query/ Telegram received through the various contact center channels
• Understand and investigate the queries, requests or complaints
• Liaise with relevant internal team/ departments to address customer query or complaint or forward the case to other relevant team/ department
• Provide accurate, valid and complete information or solution by using the right sources of information
• Make outbound campaign calls to the customers providing information about new products, offers, services etc. Take appropriate action to address customer requests, queries or complaints on outbound calls
• Inform Team Leader when a recurrent problem appears, to prevent further cases
• Maintain and update customer information in the database
• Meticulously follow the defined business process while attending to the clients’ queries, requests or complaints
• Follow communication scripts and protocols and ensure adherence to quality standards and guidelines
• Keep abreast of products and promotions to provide exceptional customer support
• Take ownership for attending the trainings as per the plan
• Take ownership for completing PMR process, employee engagement surveys in time
• Continuously share the knowledge and understanding of the telecom industry and business trends

Job Summary:

The Customer Service is responsible for providing exceptional customer service and support to our clients. They are the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive brand experience. The CX Agent plays a crucial role in building and maintaining strong customer relationships.

Key Responsibilities:

1. Respond to customer inquiries, concerns, and complaints across multiple communication channels (phone, email, chat, social media, etc.)
2. Provide timely and accurate information to customers, addressing their needs and concerns effectively
3. Troubleshoot and resolve customer issues in a professional and empathetic manner
4. Identify opportunities to upsell or cross-sell relevant products and services
5. Maintain detailed records of customer interactions and follow-up actions
6. Provide feedback and insights to the management team on customer trends, pain points, and improvement areas
7. Participate in training programs to continuously develop product knowledge and customer service skills
8. Adhere to company policies, procedures, and quality standards in all customer interactions
9. Collaborate with cross-functional teams (e.g., sales, marketing, operations) to enhance the overall customer experience

Required Skills and Qualifications:

1. Bachelor's degree preferred
2. 1-2 years of experience in a customer service or call center environment
3. Strong communication and interpersonal skills, with the ability to adapt communication styles to different customer needs
4. Excellent problem-solving and critical thinking abilities to handle complex customer inquiries
5. Proficient in using customer relationship management (CRM) software and other relevant technology
6. Demonstrated ability to work in a fast-paced, high-volume environment and maintain a positive attitude
7. Flexibility to work in shifts, including weekends and holidays, as needed
8. B2 English Level is a must
9. Bahraini nationals only