What Jobs are available for Helpdesk Manager in Bahrain?

• Lead and manage the customer service and helpdesk teams.
• Develop and implement customer support strategies and procedures.
• Monitor and ensure adherence to service level agreements (SLAs).
• Train, coach, and mentor customer support representatives.
• Analyze customer feedback and metrics to identify areas for improvement.
• Manage CRM systems and support tools to optimize efficiency.
• Resolve escalated customer issues and complaints effectively.
• Collaborate with other departments to enhance the overall customer experience.
• Develop and maintain support documentation and knowledge bases.
• Drive initiatives to improve customer satisfaction and retention.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5-7 years of experience in customer service or helpdesk management.
• Proven experience in leading and managing support teams.
• Strong understanding of customer service principles and technical support processes.
• Proficiency with CRM software and helpdesk ticketing systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and develop actionable insights.
• Strong organizational and time management abilities.
• Commitment to delivering exceptional customer experiences.
• Experience in the relevant industry is a plus.

• Lead, mentor, and manage a remote team of customer service and helpdesk professionals.
• Oversee daily helpdesk operations, ensuring efficient ticket management and timely issue resolution.
• Develop and implement customer service policies, procedures, and best practices.
• Establish and monitor Service Level Agreements (SLAs) and key performance indicators (KPIs) for the support team.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Drive initiatives to enhance customer satisfaction and loyalty.
• Develop and deliver comprehensive training programs for support staff.
• Collaborate with product and engineering teams to provide feedback and address customer issues.
• Manage the selection and implementation of helpdesk software and other support tools.
• Foster a positive and customer-centric culture within the support team.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in customer service or helpdesk management, with at least 2 years in a senior or leadership role.
• Proven experience managing remote customer support teams.
• Strong understanding of IT support processes, ticketing systems, and CRM software.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency in analyzing support metrics and implementing data-driven improvements.
• Ability to develop and execute strategic plans for customer service operations.
• Strong problem-solving and decision-making abilities.

• Oversee the daily operations of the customer service and helpdesk teams, ensuring timely and effective issue resolution.
• Develop, implement, and refine customer support policies, procedures, and best practices.
• Manage and mentor a team of remote customer support representatives and technical support agents.
• Set performance metrics (KPIs) for the support team and monitor performance against these targets.
• Utilize CRM and helpdesk software to track customer interactions, manage tickets, and analyze support trends.
• Identify recurring customer issues and collaborate with relevant departments (e.g., product development, engineering) to implement long-term solutions.
• Develop and deliver comprehensive training programs for new and existing support staff.
• Manage customer escalations and ensure customer satisfaction through effective problem-solving.
• Stay current with industry best practices in customer service and helpdesk management.
• Contribute to the continuous improvement of the customer support function and overall customer experience.

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5-7 years of experience in customer service or helpdesk management, with at least 2 years in a supervisory or managerial role.
• Proven experience in managing remote teams.
• In-depth knowledge of CRM systems and helpdesk ticketing software (e.g., Zendesk, ServiceNow, Salesforce Service Cloud).
• Strong understanding of IT support principles and troubleshooting methodologies.
• Excellent leadership, communication, and interpersonal skills.
• Exceptional problem-solving and conflict-resolution abilities.
• Ability to analyze data and generate reports to identify trends and areas for improvement.
• Strong organizational skills and the ability to manage multiple priorities effectively in a remote setting.
• A customer-centric mindset and a passion for delivering outstanding service.

• Provide first-line technical support and troubleshooting for customers via email, chat, and phone, ensuring timely and effective resolution of issues.
• Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
• Escalate unresolved issues to the appropriate internal teams (e.g., engineering, product development) with detailed documentation.
• Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles, to empower both customers and support staff.
• Monitor customer support channels and respond promptly to inquiries and complaints.
• Identify recurring issues and collaborate with the product and engineering teams to implement long-term solutions and product improvements.
• Train and mentor junior support staff, fostering a culture of excellent customer service and technical proficiency.
• Gather customer feedback and report on trends to inform product development and service enhancements.
• Manage support ticket queues, ensuring all issues are logged, tracked, and resolved within service level agreements (SLAs).
• Contribute to the continuous improvement of support processes and tools.

• Proven experience in a technical support or helpdesk role, with at least 3 years in a lead or senior capacity.
• Strong understanding of computer systems, networks, and common software applications.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with CRM and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a remote environment.
• Experience in leading or mentoring a team is highly desirable.
• Proficiency in troubleshooting common operating systems (Windows, macOS, Linux) and mobile devices.
• Customer-focused mindset with a commitment to providing outstanding service.
• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Not just a job, but a career

Yokogawa, award winner for 'Best Asset Monitoring Technology' and 'Best Digital Twin Technology' at the HP Awards, is a leading provider of industrial automation, test and measurement, information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team

Our 18,000 employees work in over 60 countries with one corporate mission, to "co-innovate tomorrow". We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return, we offer you great career opportunities to grow yourself in a truly global culture where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.

Job Purpose: -

Customer Support Engineer with strong in-bound and out-bound call answering experience. Knowledge of communications system and skills should include a demonstrated competency in Windows applications, keyboarding proficiency and use of automated systems. Articulate with excellent verbal and written communication skills. Diplomatically resolve customer complaints, manage issues to ensure customer satisfaction at the Response Center Department dedicated for control systems Specific to SCADA CI Server, Stardom controllers and associated networks.

Key Responsibilities & Accountabilities

• Handle all inbound calls within the dynamics of Response Center Department environment.
• Manage priorities and maintain effective results.
• Deliver excellent customer service and build customer satisfaction and loyalty.
• Provide effective and timely registration of all the cases logged / customer inquiries.
• On-Job learning to answer and close simple customer inquires
• Handover calls/inquiries after CRM registration to the Response Center Department Technical Engineer / other division contacts and follow-up for closure.
• Enhance customer experience by providing information on new products, services and solutions
• Strive for one-call resolution of customer issues.
• Complete training programs and to stay abreast of product, service and policy changes.
• Strike a positive and cooperative tone with both customers and coworkers.
• Exercise strong interpersonal communication skills with customers and department personnel.
• Accept assignments with an open, cooperative, positive and team-oriented attitude

Qualification and Experience

• Bachelor' Degree in Engineering – Electronics, Electrical, Instrumentation
• Minimum 8-12 years' Experience in Process Control Systems –SCADA, stardom PLC and DCS / Safety Systems
• Yokogawa System experience ( CI, Fast tools / Centum / Prosafe RS )
• Good knowledge in network domain concept, application deployment, OT security applications and system in the network and certifications will be an added advantage

Required Competencies / skills

• Customer interaction/relationship skills
• Analytical skills in troubleshooting and investigation of complex issues reported from site.
• Adaptability and quick learner of various products and technologies in the instrumentation and control systems domain
• Passion for customer support. Listening skill with can-do attitude
• co-ordination and interpersonal skills.
• Effective team player and proactive approach to all situations
• Service, troubleshooting methodologies with maintenance procedures of IA systems at industrial automation facilities.

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse, equitable and inclusive culture. We will actively recruit, develop, and promote people from a variety of backgrounds who differ in terms of experience, knowledge, thinking styles, perspective, cultural background, and socioeconomic status. We will not discriminate based on race, skin color, age, sex, gender identity and expression, sexual orientation, religion, belief, political opinion, nationality, ethnicity, place of origin, disability, family relations or any other circumstances. Yokogawa values differences and enables everyone to belong, contribute, succeed, and demonstrate their full potential.

Are you being referred to one of our roles? If so, ask your connection at Yokogawa

about our Employee Referral process

About Us: , a pioneering leader in the online event guide and ticketing solution industry, has been revolutionizing the event landscape in the Gulf region since 2009. As the largest ticketing provider in the GCC, we proudly serve an extensive array of events across the United Arab Emirates, Saudi Arabia, Oman, Bahrain, Qatar, and Kuwait from our Dubai-based headquarters.

About the Role: We are looking for a Customer Support Agent to join our team and provide exceptional service for ticketing-related inquiries. The ideal candidate will handle a high volume of customer interactions across multiple channels, ensuring a seamless experience for event attendees across the GCC region.

Key Responsibilities:

• Manage customer inquiries via calls, emails, WhatsApp, social media, and Intercom.
• Assist customers with ticket purchases, refunds, and event-related issues.
• Provide real-time support during events, including troubleshooting ticketing issues.
• Collaborate with internal teams to resolve escalated concerns.
• Work flexible shifts, including evenings, weekends, and public holidays as required.
• Be available beyond standard working hours during peak event periods.
• Ensure a high level of customer satisfaction through timely and professional support.

• Language: Native Arabic speaker with fluency in English.

• Experience: Minimum 2 years in customer service, preferably in the ticketing or entertainment industry.

• Strong communication and problem-solving skills.
• Ability to work under pressure and handle high workloads.
• Flexibility in working different shifts and beyond regular hours when necessary.
• A team player with adaptability to changing schedules.

Preferred Qualifications:

• Candidates with experience in ticketing services, event management, or the entertainment industry will be given priority.
• Experience using Intercom (or similar customer support platforms) is a plus.
• Preferably experienced in handling inquiries via calls, emails, WhatsApp, live chat, and social media.
• Ability to work under pressure, especially during high-demand ticket sales and live event days, is preferred.

Growth Opportunities:

• Potential for cross-border responsibilities across the GCC region.
• Opportunity to expand expertise in ticketing platforms and event management.

Why Join Us?

• Work with a leading ticketing platform in the GCC.
• Gain valuable exposure to the entertainment and events industry.
• Enjoy a dynamic and flexible work environment with exciting opportunities.

• Responding to customer inquiries via phone, email, and chat.
• Resolving customer complaints and issues efficiently and effectively.
• Providing product and service information to customers.
• Processing orders, returns, and exchanges.
• Troubleshooting and resolving technical issues.
• Documenting customer interactions and feedback.
• Escalating complex issues to management or other departments.
• Gathering customer feedback to help improve products and services.
• Maintaining a high level of customer satisfaction.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues effectively and efficiently.
• Provide detailed information about products and services.
• Guide customers through processes and product usage.
• Document all customer interactions and resolutions in the CRM system.
• Identify and escalate complex issues to the appropriate departments.
• Gather customer feedback and report it to management for service improvement.
• Maintain a high level of product knowledge.
• Adhere to company policies and procedures for customer service.
• Contribute to team goals and initiatives.
• Upsell or cross-sell products/services when appropriate and beneficial to the customer.
• Ensure a positive customer experience at every touchpoint.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Previous experience in customer service or a related field.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Proficiency in using CRM software and helpdesk systems.
• Ability to multitask and manage time effectively.
• A positive attitude and a customer-centric approach.
• Ability to work independently and as part of a team in a remote setting.
• Typing speed of at least 40 WPM.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating complex problems to the appropriate department when necessary.
• Guide customers through product features, setup, and usage.
• Maintain customer records and update databases with interaction details.
• Identify trends in customer issues and provide feedback to relevant teams for product and service improvements.
• Educate customers on best practices and how to maximize their use of our client's offerings.
• Process customer requests, orders, or returns as needed.
• Contribute to the development of customer support documentation, FAQs, and knowledge base articles.
• Ensure a high level of customer satisfaction and build strong customer relationships.

• High school diploma or equivalent; some college coursework or a degree is a plus.
• Previous experience in customer service, technical support, or a related field is highly desirable.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and manage time effectively in a busy environment.
• Adaptability and willingness to learn about new products and services.
• Team player with a positive attitude.
• Familiarity with general IT troubleshooting is an advantage.