1 009 Technical Support Leader jobs in Bahrain

• Managing and leading the technical support team.
• Overseeing the resolution of customer technical issues and inquiries.
• Developing and implementing technical support policies and procedures.
• Setting and monitoring service level agreements (SLAs) and performance metrics.
• Ensuring customer satisfaction through effective and efficient support.
• Training and mentoring technical support staff.
• Analyzing support data to identify trends and areas for improvement.
• Collaborating with engineering and product teams to address bugs and enhance product stability.
• Managing the support knowledge base and documentation.
• Acting as an escalation point for complex technical problems.

• Leading and managing a team of customer support representatives, fostering a positive and productive work environment.
• Overseeing daily helpdesk operations, including ticket management, issue escalation, and resolution tracking.
• Developing and implementing support policies, procedures, and best practices.
• Monitoring key performance indicators (KPIs) and reporting on team and individual performance.
• Ensuring timely and effective resolution of customer technical issues across various platforms.
• Creating and maintaining comprehensive knowledge base documentation and FAQs.
• Identifying training needs for the support team and conducting regular training sessions.
• Collaborating with other departments to resolve complex technical issues and improve product functionality.
• Gathering customer feedback to identify areas for service improvement.
• Managing the support team's schedule and ensuring adequate coverage.

• Lead and manage a team of technical support specialists, providing guidance, training, and performance evaluations.
• Oversee the daily operations of the helpdesk and technical support functions, ensuring efficient ticket management and resolution.
• Develop and implement support policies, procedures, and best practices to enhance customer service delivery.
• Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for response and resolution times.
• Analyze support trends and customer feedback to identify areas for improvement in products and services.
• Manage the escalation of complex technical issues to appropriate teams and ensure timely follow-up.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Collaborate with product development and engineering teams to address recurring issues and improve product stability.
• Manage the procurement and administration of support tools and technologies.
• Foster a customer-centric culture within the support team.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 6 years of experience in technical support or customer service roles, with at least 3 years in a management or supervisory capacity.
• Proven experience managing helpdesk operations and support teams.
• Strong knowledge of IT support methodologies and best practices.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to train and motivate team members effectively.
• Experience in ITIL frameworks is a significant advantage.
• Technical background in software or hardware support is highly desirable.

• Lead, coach, and mentor a team of customer service representatives providing technical support.
• Monitor team performance, conduct regular one-on-one meetings, and provide constructive feedback.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Handle escalated customer issues and complaints, working towards satisfactory resolution.
• Identify training needs and develop ongoing training programs for the team.
• Contribute to the development and implementation of customer service policies and procedures.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Collaborate with other departments to resolve complex technical issues and improve product/service offerings.
• Maintain a positive and motivating work environment for the team.
• Assist with hiring and onboarding new customer service representatives.

• High school diploma or equivalent; Bachelor's degree in a related field is preferred.
• Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role in technical support.
• Proven ability to motivate and manage a team to achieve performance goals.
• Strong understanding of customer service principles and techniques.
• Excellent communication, active listening, and problem-solving skills.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in English and strong written communication skills.

SRT Marine Systems plc (SRT) is a market leader in international marine surveillance technology and systems. We are a respected, established, and ambitious multinational company headquartered in the UK, serving a global customer base.

The company impacts the marine domain worldwide by leading next-generation maritime awareness technologies, products, and systems that enhance security, safety, environmental protection, and sustainability. Our customers range from national coast guards to individual vessel owners.

SRT offers a rewarding environment where high-quality results are recognized. We are committed to innovation and strive to make SRT a challenging and rewarding workplace for talented, hardworking individuals to make a significant impact in the marine industry.

We highly encourage Bahrain Nationals or expatriates with the relevant experience to apply, given the nature of the project.

Please note: This is NOT a sales role. The position involves providing product support, ongoing integration, and training to our customers.

We seek a bilingual (English & Arabic), ambitious, and talented individual with a background in system product training or product management to join us as a Technical Account Support Manager. The candidate will be trained to an expert level on our systems to provide frontline support to our customers. Responsibilities include assisting customers in system setup, troubleshooting, and providing insights to our product development teams for improvements.

This role is ideal for someone capable of understanding complex product functionalities and supporting customers effectively. The role involves continuous engagement with customers at all levels.

Experience in IT product management or training for complex applications is highly beneficial.

• Assist customers in configuring system functionalities to meet their needs
• Understand operational objectives and challenges, and adapt system settings accordingly
• Support customers in fully integrating their organization with our system platform
• Provide frontline user support for smooth system operation
• Offer feedback on potential improvements and new features to product teams

• Bilingual in English & Arabic
• Strong problem-solving skills and inquisitiveness
• Excellent interpersonal communication skills
• Professional and discreet
• Ability to quickly grasp new concepts and products

If successful, your job title at SRT will be Customer Success Manager.

• Competitive salary
• Long-term career development opportunities
• Benefits package including private medical care

Join to apply for the Technical Account Support Manager - Bahrain role at SRT Marine Systems plc .

SRT Marine Systems plc (SRT) is a market leader in international marine surveillance technology and systems. Headquartered in the UK, we serve a global customer base, including coast guards and vessel owners worldwide.

We are committed to innovation in maritime domain awareness technologies that enhance security, safety, and environmental sustainability. We offer a rewarding environment for talented individuals eager to make a significant impact in the marine industry.

We highly encourage Bahrain Nationals or expatriates with relevant experience to apply, given the nature of the project.

Note: This is NOT a sales role. It involves providing product support, integration, and training to our customers.

We seek a bilingual (English & Arabic), ambitious, and talented individual with a background in system product training or product management. The successful candidate will be trained to expert level on our system to provide frontline support, assist with system setup, troubleshoot user issues, and offer insights for product improvements.

This role offers an excellent opportunity for someone capable of understanding complex products and supporting customers at various levels, working embedded with the client.

Experience in IT product management or training for complex applications is highly beneficial.

• Configure system settings to meet customer outcomes
• Understand customer operational goals and tailor system configurations accordingly
• Assist customers in integrating their operations within our system platform
• Provide frontline user support for smooth system operation
• Offer feedback to product development teams for improvements

• Bilingual in English & Arabic
• Excellent problem-solving skills
• Strong interpersonal communication skills
• Professional and discreet
• Ability to quickly grasp new concepts and products

If successful, your job title will be Customer Success Manager.

• Competitive salary
• Long-term career development opportunities
• Private medical care

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industry: Defense and Space Manufacturing

SRT Marine Systems plc (SRT) is a market leader in international marine surveillance technology and systems. Headquartered in the UK, we serve a global customer base, including coast guards and vessel owners worldwide.

We are committed to innovation in maritime domain awareness, enhancing security, safety, and environmental sustainability. Our company values high-quality results and offers a rewarding environment for talented individuals who want to make a significant impact in the marine industry.

We highly encourage Bahrain Nationals or expats with relevant experience to apply. Please note: This is NOT a sales role; it involves providing product support, integration, and training to our customers.

We seek a bilingual (English & Arabic), ambitious, and talented individual with a background in system product training or product management. The candidate will be trained to expert level on our system to provide frontline support, help customers optimize system use, troubleshoot user issues, and provide feedback for product improvements.

This role requires understanding complex product functionalities and supporting customers at all levels, working embedded with the customer to ensure their success.

1. Configure system settings to meet customer requirements.
2. Understand customer operational objectives and resolve challenges through system configuration.
3. Assist customers in fully integrating their operations with our system platform.
4. Provide front-line user support for smooth system operation.
5. Offer feedback on product improvements and new functionalities to the development teams.

• Bilingual in English & Arabic.
• Strong problem-solving skills and inquisitiveness.
• Excellent interpersonal communication skills.
• Professional, discreet, and quick to learn new concepts and products.

If successful, your job title will be Customer Success Manager.

• Competitive salary.
• Long-term career development opportunities.
• Benefits package including private medical care.

• Lead and manage the technical customer support team, providing guidance and mentorship.
• Oversee daily operations, including ticket routing, issue escalation, and problem resolution.
• Develop and implement customer support policies, procedures, and best practices.
• Monitor key performance indicators (KPIs) and analyze support metrics to identify areas for improvement.
• Ensure timely and effective resolution of customer technical issues.
• Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
• Collaborate with cross-functional teams (Product, Engineering) to address customer feedback and product issues.
• Manage customer escalations and provide solutions to complex technical problems.
• Conduct regular performance reviews and provide ongoing training for support staff.
• Contribute to the development of customer support tools and technologies.
• Champion a customer-centric approach throughout the organization.

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a management or supervisory role.
• Proven experience managing technical support teams and resolving complex technical issues.
• Strong understanding of customer support software and CRM systems (e.g., Zendesk, Salesforce).
• Excellent leadership, communication, problem-solving, and customer service skills.
• Ability to analyze data and identify trends to drive improvements.
• Experience in developing and delivering training programs for support staff.
• Familiarity with SaaS products and cloud-based technologies is a strong asset.
• Ability to work effectively in a fast-paced, dynamic environment.