2 Service Desk jobs in Oman
Customer Support Specialist
Posted 1 day ago
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Job Description
JOB OVERVIEW
The Customer Support Specialist is responsible for providing exceptional support to customers, addressing inquiries, resolving issues, and ensuring overall performance.
KEY DUTIES AND RESPONSIBILITIES
- Support the establishment and maintenance of quality assurance processes to monitor and improve the quality of customer interactions.
- Assist customers in resolving issues and problems, escalating complex cases to higher-level support as needed.
- Track key performance indicators (KPIs) to measure customer satisfaction.
- Assist with the development and implementation of policies and procedures that ensure efficient Customer Services operations.
- Accurately record and document customers issues, feedback, and resolutions for reference and analysis.
- Collect customers feedback and insights to understand pain points and areas for improvement, ensuring a customer-centric approach.
- Assist with defining processes for new customers in getting started with products/services, offering guidance and training to the customers as needed.
- Analyse customer feedback to identify areas for improvement and collaborate with the team to enhance customer support processes.
- Uphold company values throughout business practices and use sound judgment in decision making.
- Any other additional duties as may be required by management based on needs of the business.
POSITION REQUIREMENTS
WORK EXPERIENCE
- A minimum of 3 to 5 years in related field.
- Proven experience in customer relationship management, account management, or related roles.
EDUCATIONAL QUALIFICATION
- Relevant bachelor’s degree in related field.
SKILLS/BEHAVIOR ATTRIBUTES
- Exceptional interpersonal and communication skills, both written and verbal.
- Customer-centric mindset.
- Strong problem-solving abilities and a proactive approach to customer issues.
- Proficiency with customer service software and CRM tools.
- Ability to multitask and remain composed in high-pressure situations
Technical Support Engineer ,
Posted 1 day ago
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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
Job Type: Full Time
Job Location: Oman Seniority level
- Seniority level Entry level
- Employment type Full-time
- Job function Information Technology
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