3 Customer Support jobs in Oman

Join to apply for the Technical Support Engineer , role at Location Solutions

Join to apply for the Technical Support Engineer , role at Location Solutions

The primary purpose of the Technical Support Engineer role is to ensure the effective deployment, maintenance, and support of our fleet management hardware and software solutions. The role involves a combination of hands-on hardware integration, technical troubleshooting, and customer interaction to deliver high-quality service and ensure customer satisfaction. This position plays a critical role in enhancing the functionality of our products by collaborating with internal teams and external partners, providing valuable insights for continuous improvement, and supporting our clients in optimizing their operations through the effective use of our solutions.

Role Details – Key Responsibilities And Accountabilities

Project Implementation Support (Hardware)

• Integrated and assembled GPS devices and other vehicle accessories according to customer requirements.
• Create configurations for devices based on specific needs.
• Collaborate with hardware manufacturers to address bugs and resolve issues.
• Work closely with the system development team to implement improvement ideas and resolve bugs.
  
  

• Lead new installation projects, including maintenance, repair, and removal tasks.
• Provide guidance and support to technicians during installations and troubleshooting.
  
  

• Handle various customer requests and inquiries regarding our system through the Zoho Ticketing system.
• Provide customers with insights and recommendations to optimize their operations by analyzing system data.
• Collaborate with other teams to enhance company processes, particularly in ERP improvement.
• Conduct training sessions for clients to ensure effective use of our solutions.
• Conducting internal training for the team to enhance the quality and build up teamwork
  
  

• Conduct usability testing to gather valuable insights for enhancing the user experience.
• Work closely with the development team to ensure that software tools meet quality standards.
  
  

• Bachelor’s degree in engineering, computer science, or a related field.
• Proven experience in hardware and software technical support, preferably in fleet management or a related industry.
• Strong knowledge of GPS devices and vehicle accessories.
• Excellent problem-solving skills and attention to detail.
• Ability to work collaboratively in a team environment.
• Strong communication skills, both verbal and written.
  
  

• Experience with Teltonika devices and Zoho Ticketing system is a plus.
• Ability to manage multiple projects and tasks simultaneously.
• willingness to travel for on-site installations and support when necessary.
• Availability to provide support during weekends, post-working hours, and public holidays in case of emergencies.
• Omani National required
  
  

• Seniority level Entry level

• Employment type Full-time

• Job function Information Technology

Referrals increase your chances of interviewing at Location Solutions by 2x

Get notified about new Technical Support Engineer jobs in Oman .

Salalah, Dhofar Governorate, Oman 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Job Title : IT Support Agent

Contract Duration: One Year Extendable

Role / Responsibility

• Log tickets received from AIVS end-users.
• Assign ticket priority, urgency, category, and other details as per signed agreement clauses.
• Be aware of SLAs outlined in the agreement.
• Address AIVS users' tickets related to software and networking issues.
• Diagnose and troubleshoot issues, including account setup and software configuration.
• Understand the functionality of the AIVS system and its workflow.
• Conduct root cause analysis by asking targeted questions to customers.
• Report issues in the support ticket tool with adequate descriptions.
• Close tickets immediately after resolution.
• Understand the full support workflow.
• Provide prompt and accurate feedback to AIVS end-users.
• Schedule sessions with end-users for further information if needed.
• Prepare and submit reports as per agreement and management requests.
• Conduct monthly and quarterly reviews of support processes and performance.
• Maintain up-to-date records of focal points, project companies, and users.
• Follow up to ensure IT systems are fully functional post-troubleshooting.
• Escalate unresolved or complex issues to higher support tiers (L2 or L3) when necessary.
• Guide end-users on AIVS processes and functionalities.

Skills and Experience

• 4+ years of web application and mobile support experience.
• Experience with MIS and reporting.
• Ability to qualify tickets and achieve first call resolution (FCR).
• Excellent problem-solving and documentation skills.
• Proven customer service skills.
• Strong troubleshooting skills.
• Advanced proficiency in Microsoft Office.
• Knowledge of IT, including software development.
• Experience with ERP, CRM, mobile applications, Power BI, Oracle, UI Path.
• Good verbal and written communication skills.
• Ability to work in a 24x7 support environment during urgent situations.
• Location: Muscat Governance.