1 810 Helpdesk Lead jobs in Bahrain

• Lead and manage a team of remote customer service and helpdesk representatives.
• Develop and implement customer support strategies and best practices.
• Ensure timely and effective resolution of customer inquiries, technical issues, and service requests via phone, email, and chat.
• Monitor and analyze customer support metrics (e.g., response time, resolution rate, customer satisfaction scores) and identify areas for improvement.
• Train, coach, and mentor support team members, fostering a culture of excellence and continuous learning.
• Manage the helpdesk ticketing system, ensuring efficient workflow and proper documentation.
• Create and maintain knowledge base articles and FAQs to empower customers and support agents.
• Handle escalated customer issues and complex technical problems.
• Collaborate with other departments (e.g., IT, product development) to resolve customer issues and improve product functionality.
• Develop and deliver training programs for new hires and ongoing professional development for the support team.
• Implement customer feedback mechanisms and analyze feedback to drive service improvements.
• Ensure adherence to service level agreements (SLAs).
• Manage staffing schedules and workload distribution for the remote team.
• Stay up-to-date with industry trends and best practices in customer service and technical support.
• Contribute to the continuous improvement of support processes and tools.

• Bachelor's degree in a relevant field or equivalent experience.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and motivating remote teams.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with helpdesk software (e.g., Zendesk, ServiceNow) and CRM systems.
• Ability to handle stressful situations and de-escalate customer issues effectively.
• Strong organizational and time management skills.
• Technical aptitude and ability to understand and troubleshoot common IT issues.
• Experience in developing support documentation and training materials.

Job Duties:

1. Work as front-line operator, in IT Customer Service Center
2. Attend calls and educate users about IT best practices
3. Analyze incident tickets
4. Resolve Incidents to achieve maximum First Call Resolution (FCR)
5. Monitor, analyze and update incident & service request tickets logged in the Service Desk system
6. Possess solid knowledge of Microsoft Office & Office 365, Windows 10 & common IT issues
7. Manage difficult users skillfully
8. Proficient in Written and Spoken English language (Spoken Arabic will be an added advantage)

Skill Sets Required:
Windows 10 & Office 365 Certificate or Experience; Analytical skills; Communication Skills; Customer Relationship skills; Proficiency in using IT Service Management application after being provided basic training; Customer Service Orientation and good written and verbal communication skills

Minimum Experience Required: 2-3 years

Interested candidates may send in their CVs to

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to the company's software and hardware products.
• Guide customers through product features, functionalities, and best practices.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex technical issues to appropriate internal teams for resolution.
• Develop and maintain knowledge base articles and FAQs to assist customers.
• Identify trends in customer issues and provide feedback to the product development team.
• Ensure customer satisfaction by providing efficient and effective support.
• Adhere to company policies and procedures for customer service.
• Participate in ongoing training to enhance product knowledge and technical skills.
• Contribute to a positive and collaborative team environment.

• High school diploma or equivalent; a Bachelor's degree in a related field is a plus.
• Minimum of 2 years of experience in customer service or technical support roles.
• Proven ability to troubleshoot technical problems and provide clear solutions.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and a customer-centric attitude.
• Proficiency in using customer support software and ticketing systems.
• Ability to multitask and manage time effectively in a remote setting.
• Familiarity with SaaS products or technology services is highly desirable.
• Patience and empathy when dealing with customer issues.

• Provide first-line technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues related to product functionality and usage.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Educate customers on product features and best practices.
• Escalate complex technical problems to appropriate teams or specialists.
• Identify and report recurring customer issues and suggest potential solutions.
• Maintain a high level of customer satisfaction through efficient and empathetic service.
• Contribute to the knowledge base by creating and updating support articles.
• Collaborate with internal teams to ensure timely resolution of customer inquiries.
• Adhere to established support service level agreements (SLAs).

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Minimum of 2 years of experience in customer service or technical support.
• Strong understanding of troubleshooting methodologies and common technical issues.
• Excellent verbal and written communication skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to explain technical information clearly and concisely.
• Patient, empathetic, and customer-oriented attitude.
• Ability to multitask and manage time effectively.
• Familiarity with (mention a relevant software/product category, e.g., SaaS products, mobile applications) is a plus.

• Respond promptly and professionally to customer inquiries via various communication channels.
• Diagnose and resolve technical issues related to software installation, configuration, and usage.
• Guide customers through step-by-step solutions to troubleshoot problems.
• Maintain accurate and detailed records of customer interactions, issues, and resolutions in the CRM system.
• Identify and escalate priority issues to the relevant teams for timely resolution.
• Contribute to the knowledge base by creating and updating FAQs, tutorials, and support articles.
• Gather customer feedback and report common issues or trends to the product development team.
• Assist with onboarding new customers and providing training on product features.
• Collaborate with team members to share knowledge and best practices.
• Meet or exceed customer service level agreements (SLAs) and key performance indicators (KPIs).
• Participate in ongoing training sessions to stay updated on product knowledge and support procedures.
• Ensure a positive customer experience at every touchpoint.
• Proactively identify potential issues and provide preventative solutions.
• Offer support across different time zones as needed.
• Assist with customer account management and inquiries.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in a customer service or technical support role.
• Strong understanding of common software applications and operating systems.
• Excellent verbal and written communication skills in English.
• Proficiency in using helpdesk software and CRM systems.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Strong organizational and time management skills.
• Ability to work effectively in a team environment, and independently when required.
• Experience with troubleshooting network connectivity issues is a plus.
• A commitment to continuous learning and improvement.
• Ability to adapt to a fast-paced work environment.
• Familiarity with ITIL principles is beneficial.
• Basic understanding of cloud computing concepts.
• Experience with remote support tools.

• Provide technical support to customers via phone, email, and chat.
• Troubleshoot and resolve customer issues with software and hardware.
• Guide customers through product setup and usage instructions.
• Document customer interactions and resolutions in the CRM system.
• Escalate unresolved issues to the appropriate teams.
• Maintain a high level of customer satisfaction.
• Contribute to the knowledge base by creating and updating support articles.
• Identify recurring issues and provide feedback to product development teams.

• Minimum 3 years of experience in customer service or technical support.
• Strong technical aptitude and problem-solving skills.
• Excellent verbal and written communication skills.
• Patience and empathy when dealing with customers.
• Ability to multitask and manage time effectively.
• Proficiency in using support software and CRM systems.
• Familiarity with common operating systems and software.
• Ability to work independently in a remote setting.

• Respond to customer inquiries via phone, email, and chat regarding technical issues.
• Diagnose and troubleshoot software problems, guiding customers through step-by-step solutions.
• Escalate complex issues to higher-level support teams or development as needed.
• Document all customer interactions and technical issues accurately in the CRM system.
• Create and update knowledge base articles and FAQs to help customers self-serve.
• Provide training and support to customers on using the software effectively.
• Identify trends in customer issues and provide feedback to the product development team.
• Maintain a high level of customer satisfaction by delivering timely and accurate support.
• Collaborate with team members to share knowledge and improve support processes.
• Ensure all customer data is handled with confidentiality and security.

• Associate's degree or equivalent experience in IT, Computer Science, or a related field.
• Minimum of 2-3 years of experience in customer support, preferably in a technical role.
• Strong understanding of software applications and troubleshooting methodologies.
• Excellent communication, active listening, and problem-solving skills.
• Experience with CRM software and ticketing systems.
• Ability to explain technical concepts clearly to non-technical users.
• Must be organized, detail-oriented, and able to manage multiple tasks simultaneously.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.