2395 Support Services jobs in Awali
Technical Support Lead
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Technical Support Lead
Posted 2 days ago
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Responsibilities:
- Lead, mentor, and manage a team of remote technical support specialists, providing guidance and performance feedback.
- Oversee the day-to-day operations of the technical support function, ensuring timely and effective resolution of customer issues.
- Develop and implement standard operating procedures (SOPs) for technical support to ensure consistency and quality.
- Manage the ticketing system, ensuring efficient ticket assignment, tracking, and escalation.
- Serve as an escalation point for complex technical issues, providing expert-level troubleshooting.
- Analyze support data and trends to identify recurring problems and propose systemic solutions.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for customers and internal staff.
- Collaborate with engineering and product development teams to relay customer feedback and identify areas for product improvement.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Onboard and train new technical support team members.
- Monitor team performance and provide regular reports to management on key support metrics.
The ideal candidate will possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role, is required. Proven experience managing a remote support team is essential. Strong technical aptitude and hands-on experience with diagnosing and resolving hardware, software, and network issues are critical. Proficiency in helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is a must. Excellent communication, interpersonal, and customer service skills are paramount. The ability to remain calm and effective under pressure is vital. Our client is committed to providing outstanding customer experiences and fostering a supportive team environment. This role offers a significant opportunity to shape the customer support function of a growing technology company.
This position is a fully remote opportunity, allowing you to contribute your expertise from anywhere. While the team supports a broad customer base, the role is intrinsically linked to the technology ecosystem that flourishes around areas such as Budaiya, Northern, BH , ensuring critical support functions are maintained for users in and around this region.
Remote Technical Support Engineer
Posted 2 days ago
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Key responsibilities include responding to technical support requests via various channels, including email, chat, and phone. You will troubleshoot hardware, software, and network issues, identifying root causes and implementing appropriate solutions. Escalating unresolved issues to higher-level support teams or engineering departments when necessary, while maintaining ownership until resolution, is critical. You will also document technical issues and resolutions, contributing to a comprehensive knowledge base. Proactively identifying trends in support requests and providing feedback to product development teams to improve user experience is a valuable contribution. Providing training and guidance to users on product features and best practices will also be part of your role.
The ideal candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience. A minimum of 3 years of experience in technical support, preferably in a remote setting, is required. Strong understanding of operating systems (Windows, macOS, Linux), network protocols, and common software applications is essential. Excellent problem-solving skills, analytical thinking, and the ability to explain complex technical concepts in a clear and concise manner are mandatory. Superior customer service skills, with a patient and empathetic approach, are crucial. Proficiency with remote support tools and ticketing systems is a must. Experience with scripting or basic programming is a plus. You must be a self-motivated and organized individual, capable of managing your workload effectively in a remote environment. This is an excellent opportunity to leverage your technical expertise and passion for helping others in a flexible, remote role.
Remote Technical Support Specialist
Posted 2 days ago
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Junior Technical Support Apprentice
Posted 2 days ago
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Responsibilities:
- Provide first-line technical support to internal staff and external users via remote channels (email, chat, video conferencing).
- Assist in diagnosing and resolving basic hardware and software problems.
- Guide users through step-by-step solutions for common IT issues.
- Document support requests, resolutions, and user feedback accurately.
- Escalate complex issues to senior support staff when necessary.
- Participate in training sessions and continuously learn about new technologies and support protocols.
- Contribute to the creation and updating of support documentation and knowledge base articles.
- Assist with IT asset management and inventory.
- Collaborate with team members on projects and process improvements.
- Adhere to company IT policies and security best practices.
- A strong passion for technology and a desire to learn.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Problem-solving aptitude and a methodical approach to troubleshooting.
- Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications.
- Ability to work independently and manage time effectively in a remote setting.
- High school diploma or equivalent required.
- Previous customer service experience is a plus.
Remote Technical Support Lead
Posted 2 days ago
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Senior Technical Support Engineer (Remote)
Posted 2 days ago
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Senior Technical Support Specialist - Remote
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Senior Technical Support Engineer - Cloud Solutions
Posted 2 days ago
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Key Responsibilities:
- Provide advanced technical support and troubleshooting for our suite of cloud-based products and services via remote channels (phone, email, chat, video conferencing).
- Diagnose and resolve complex technical issues related to cloud infrastructure, servers, networks, databases, and application performance.
- Escalate unresolved issues to appropriate engineering teams, providing detailed documentation and technical insights.
- Develop and maintain comprehensive technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Proactively monitor system performance and identify potential issues before they impact users.
- Assist customers with installation, configuration, and integration of our solutions.
- Conduct remote training sessions for clients on product features and best practices.
- Analyze support trends to identify root causes of recurring problems and provide feedback for product enhancements.
- Collaborate with product development and QA teams to report bugs and suggest improvements.
- Ensure high levels of customer satisfaction through prompt, efficient, and accurate technical assistance.
- Participate in an on-call rotation to provide 24/7 support as needed.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5-7 years of experience in technical support, helpdesk, or system administration, with a focus on cloud technologies.
- In-depth knowledge of cloud computing platforms (e.g., AWS, Azure, Google Cloud).
- Strong understanding of networking concepts (TCP/IP, DNS, HTTP/S, VPNs).
- Proficiency in troubleshooting operating systems (Windows Server, Linux).
- Experience with scripting languages (e.g., PowerShell, Bash) is a plus.
- Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
- Exceptional communication, customer service, and interpersonal skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Relevant certifications (e.g., AWS Certified Cloud Practitioner, Microsoft Certified: Azure Fundamentals) are highly desirable.
Senior Customer Support Specialist
Posted 2 days ago
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Responsibilities include:
- Responding promptly and professionally to customer inquiries via email, chat, and phone.
- Diagnosing and resolving technical issues with a high degree of accuracy and efficiency.
- Documenting customer interactions and resolutions in our CRM system.
- Collaborating with internal teams, including engineering and product development, to identify and address recurring customer issues.
- Developing and maintaining comprehensive knowledge base articles and FAQs to empower customers and internal teams.
- Providing feedback to product teams on user experience and potential improvements.
- Mentoring junior support staff and contributing to team training initiatives.
- Analyzing support trends and identifying opportunities for process improvements.
- Maintaining a deep understanding of our product features and functionalities.
- Ensuring adherence to all company policies and procedures regarding customer data privacy and security.
The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a passion for problem-solving. You should be able to work independently, manage your time effectively, and thrive in a fast-paced, remote environment. Prior experience in a similar customer support role, preferably within the technology sector, is essential. A bachelor's degree in a related field or equivalent practical experience is preferred. This is a fantastic opportunity to contribute to a collaborative and innovative company, working from the comfort of your own home. The location for this role is ideally for candidates residing in or near Budaiya, Northern, BH , but this position is fully remote and open to qualified candidates globally, provided they can work within specified time zones. Join us and make a real impact on our customer's journey.