850 Technical Services jobs in Bahrain

• Lead, train, and mentor a team of customer support representatives, fostering a high-performance culture.
• Oversee the daily operations of the customer support department, ensuring timely and effective resolution of customer issues.
• Develop and implement customer support policies and procedures to optimize service delivery.
• Monitor customer service metrics and key performance indicators (KPIs) to identify areas for improvement.
• Handle escalated customer complaints and complex technical issues with professionalism and efficiency.
• Collaborate with other departments, such as IT and product development, to address customer needs and resolve technical challenges.
• Maintain a comprehensive knowledge base of products and services to provide accurate information to the team.
• Implement customer feedback mechanisms and utilize insights to drive service improvements.
• Ensure that all customer interactions are handled with empathy, courtesy, and efficiency.
• Contribute to the development and execution of customer retention strategies.
• Prepare regular reports on customer support performance for senior management.

• Bachelor's degree in a related field or equivalent practical experience.
• Minimum of 4 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience in managing and motivating a customer support team.
• Strong understanding of customer service best practices and troubleshooting methodologies.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle difficult customer situations with patience and tact.
• Proficiency in CRM software and customer support platforms.
• Experience in developing and implementing customer support strategies.
• Strong organizational skills and attention to detail.
• A customer-centric mindset and a commitment to service excellence.

Volantes Technical Recruitment Ltd Verified

Bahrain

Aircraft Maintenance Engineers

B2 Licensed Engineer

Onsite

Full time

1 day ago

Volantes Recruitment is currently supporting a leading aviation client in Bahrain who are seeking an experienced Technical Services Engineer to join their team.

Role Overview

The successful candidate will come from a B2 avionics background , with strong knowledge in aircraft systems support. Experience with In-Flight Entertainment (IFE) and connectivity systems is highly desirable.

Preferred Aircraft Experience

• Boeing B747
• Boeing B767
• Gulfstream G650
  
  

• B2 background
• Experience in IFE & connectivity systems desirable
• Previous support experience on B747, B767, or G650 preferred
  
  

• Permanent position with relocation package
• Family status visa
• Competitive tax-free salary
• Opportunity to work with a leading aviation organisation

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnosing and resolving complex technical issues related to software and hardware products.
• Guiding customers through troubleshooting steps and providing clear, concise instructions.
• Escalating unresolved issues to appropriate technical teams and following up to ensure resolution.
• Documenting customer interactions, issues, and resolutions in the CRM system.
• Developing and maintaining a knowledge base of common issues and solutions.
• Providing training and mentorship to junior support staff.
• Identifying trends in customer issues and providing feedback to product development teams.
• Contributing to the improvement of customer support processes and procedures.
• Handling customer complaints and resolving them effectively to maintain customer loyalty.

• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Minimum of 5 years of experience in customer support, preferably in a technical support role.
• Proven ability to troubleshoot and resolve a wide range of technical issues.
• Excellent communication, active listening, and problem-solving skills.
• Proficiency with CRM software and ticketing systems.
• Experience with remote support tools.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills and attention to detail.
• Must be able to work effectively in a hybrid capacity, with consistent reliable internet for remote work.
• Customer-centric attitude and a passion for helping others.

• Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and productive work environment.
• Oversee daily support operations, ensuring that service level agreements (SLAs) are met and exceeded.
• Handle escalated customer issues, providing expert troubleshooting and solutions.
• Develop and implement customer support policies, procedures, and best practices.
• Monitor customer interactions across various channels (email, chat, phone) to ensure quality and consistency.
• Train new team members on products, services, and support protocols.
• Identify trends in customer issues and provide feedback to the product and engineering teams for service improvement.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
• Manage staffing schedules and workload distribution within the remote team.
• Continuously seek opportunities to improve the customer support experience.

• Bachelor's degree in a related field or equivalent practical experience.
• Minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or lead role.
• Proven experience in managing and motivating remote teams.
• Strong technical aptitude and experience in troubleshooting software or hardware issues.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using customer support software (e.g., Zendesk, Salesforce Service Cloud) and remote collaboration tools.
• Ability to manage multiple priorities and work effectively under pressure.
• Customer-centric mindset with a passion for delivering exceptional service.
• A dedicated home office environment with a reliable high-speed internet connection is mandatory.
• Demonstrated ability to work independently and maintain high productivity in a remote setting.

• Lead, manage, and motivate a team of customer support professionals.
• Develop and implement customer support strategies and workflows.
• Ensure timely and effective resolution of customer inquiries and issues.
• Monitor key performance indicators (KPIs) and customer satisfaction metrics.
• Analyze customer feedback and identify trends for service improvement.
• Collaborate with cross-functional teams to resolve complex customer problems.
• Train and coach support staff on product knowledge and service best practices.
• Manage and optimize helpdesk software and CRM systems.
• Contribute to the development of knowledge base articles and support documentation.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer support, with at least 3 years in a management or supervisory role.
• Proven track record of improving customer satisfaction and support metrics.
• Strong leadership, coaching, and team management skills.
• Expertise in CRM software (e.g., Salesforce, Zendesk) and helpdesk platforms.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to work independently and manage time effectively in a remote setting.
• Experience in technical support environments is highly desirable.

• Provide advanced technical support to customers via phone, email, and chat, addressing inquiries related to our software products.
• Diagnose and troubleshoot complex technical issues, identifying root causes and implementing effective solutions.
• Guide customers through product features, functionality, and troubleshooting steps.
• Escalate unresolved issues to appropriate technical teams (e.g., development, engineering) and ensure timely resolution.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Train and mentor junior support staff on best practices and product knowledge.
• Manage customer expectations and ensure a high level of customer satisfaction throughout the support process.
• Document all customer interactions and technical issues accurately in the CRM system.
• Participate in ongoing training to stay updated on product releases and technical advancements.
• Contribute to the improvement of support processes and customer service standards.

• Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent experience will be considered.
• Minimum of 5 years of experience in technical customer support or a similar role.
• Proven ability to troubleshoot complex software and hardware issues.
• Excellent understanding of operating systems (Windows, macOS, Linux) and network protocols.
• Strong knowledge of customer support best practices and CRM systems.
• Exceptional communication, active listening, and problem-solving skills.
• Ability to explain technical concepts clearly to both technical and non-technical users.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience with remote support tools is essential.
• Previous experience in a Senior or Lead support role is highly preferred.
• Familiarity with SaaS products and cloud-based technologies is a plus.

• Provide first-level and second-level technical support to customers via phone, email, and chat.
• Diagnose and resolve hardware and software issues for a wide range of products.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Escalate unresolved issues to senior support staff or specialized teams, ensuring timely resolution.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.
• Develop and update support documentation, FAQs, and knowledge base articles.
• Collaborate with product development and engineering teams to identify and report product issues and suggest improvements.
• Train and mentor junior support specialists on best practices and technical procedures.
• Proactively identify trends in customer issues and provide feedback to management for service enhancement.
• Participate in team meetings and contribute to a positive and collaborative work environment.

• Proven experience in a customer support or technical helpdesk role, preferably with a focus on technology.
• Strong understanding of computer hardware, software applications, and operating systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Proficiency in using CRM software and ticketing systems.
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Experience in a customer-facing role requiring patience and empathy.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with ITIL best practices is a plus.
• A proactive approach to learning new technologies and solutions.

• Oversee the day-to-day operations of the customer support department, ensuring efficient and effective resolution of customer inquiries and technical issues.
• Develop and implement strategies to enhance customer satisfaction, loyalty, and retention.
• Manage, train, coach, and mentor a team of customer support representatives and technical support specialists.
• Establish and monitor key performance indicators (KPIs) for the support team, such as response times, resolution rates, and customer satisfaction scores.
• Develop and maintain comprehensive support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Analyze customer feedback and support data to identify trends, areas for improvement, and opportunities for service enhancement.
• Collaborate with product development, engineering, and sales teams to address customer issues and provide feedback for product improvement.
• Manage customer escalations, ensuring timely and satisfactory resolution of complex issues.
• Implement and optimize customer support processes and workflows, utilizing CRM and ticketing systems effectively.
• Ensure the team adheres to service level agreements (SLAs) and company standards for customer interaction.
• Foster a customer-centric culture within the support department and across the organization.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 7 years of experience in customer support or a related field, with at least 3 years in a management or supervisory role.
• Proven experience in managing technical support teams, preferably in the IT services sector.
• Strong understanding of customer service best practices and methodologies.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Ability to analyze data and generate reports to drive decision-making.
• Calm and professional demeanor, with the ability to handle challenging customer interactions.
• Experience in developing training materials and conducting team training sessions.

• Leading, coaching, and mentoring a team of customer support specialists and technical support agents.
• Overseeing daily operations of the customer service department, including managing ticket queues and ensuring timely issue resolution.
• Developing and implementing customer support policies, procedures, and best practices.
• Monitoring key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction (CSAT), and net promoter score (NPS).
• Identifying trends in customer issues and collaborating with product development and engineering teams to implement solutions.
• Managing the escalation process for complex customer issues, ensuring prompt and effective resolution.
• Developing and maintaining comprehensive knowledge base articles and support documentation.
• Training new support staff and providing ongoing professional development for the team.
• Utilizing CRM and helpdesk software to track customer interactions, manage cases, and analyze performance data.
• Implementing strategies to improve the overall customer experience and build strong customer loyalty.
• Handling escalated customer complaints and resolving them in a professional and satisfactory manner.
• Collaborating with sales and marketing teams to ensure a seamless customer journey.
• Conducting regular team meetings and performance reviews.
• Ensuring adherence to service level agreements (SLAs).