Technical Support Specialist Required in Dubai - Dubai

Technical Support Specialist Required in Dubai

Technical Support Specialist

The Company:

JAGGAER is the world’s largest independent spend management company, with over 1,850 customers connected to a network of 3.7 million suppliers in 70 countries, served by offices located in North America, Latin America, throughout Europe, the United Kingdom, Australia, Asia, and the Middle East. JAGGAER offers complete SaaS based indirect and direct eProcurement solutions with advanced spend analytics, complex sourcing, supplier management, contract lifecycle management, savings tracking, and intelligent workflow capabilities. We have pioneered spend solutions for over two decades and continue to lead the innovation curve by listening to customers and analyzing the market. Our solutions suites are trusted by the world’s largest education, manufacturing, health care, retail, consumer package goods, logistics, construction, utilities companies and public service organizations.

Overview:

The role of Technical Support Analyst concerns attending to all incoming contact channels of the Global Customer Care department and resolution of CRM cases, customers concern, requests and enquiries received through these contact channels with highest quality of customer service.

This role will ensure maximum attendance of incoming calls with employing highest quality of customer service protocols and take ownership of unresolved cases (CRM) and will take action to ensure that the highest level of customer satisfaction is always maintained.

Key Responsibilities:

Customer service:

· Attend to customer’s incoming calls on toll free number.

· Ensure maximum availability on toll free number in service times by effective co-ordination with other staff for both languages.

· Create cases and respond within SLA achieving case milestones for initial response and resolution times.

· Help build a positive brand identity for JAGGAER Solution by delivering world class customer service following the call scripts, call handling protocols and utilizing analytical and trouble shooting skills.

· Striving to improve / enhance soft skills to effectively deliver highest standards of customer service.

Work processes:

· Ensure logging cases for all calls and e-mails in the CRM follow up and update till closure.

· Note and log all customer concerns, queries, complaints and feedback effectively and addressing the aforementioned with the other departments. Resolving and updating the customer with the results.

· Continually monitor the pending cases, take ownership and ensure timely resolution, customer engagement and satisfaction.

· Resolve cases in Salesforce within SLA. Basically, involves change contact details, activation, de-activation of franchisee transact customer accounts.

· Highlight recurring customer problems/issues to Line Manager.

· Provide weekly performance reports to Line Manager.

Knowledge:

· Ensure strong knowledge of JAGGAER Solution portals and their functionality.

· Support the development of FAQs/users manuals for the portals.

· Support the development of case logging & follow up processes.

· Upgrade skills and knowledge on a continuous basis.

Key Performance Indicators

· Maintain monthly performance score above 95.

· Customer satisfaction with time, quality, efficiency and effectiveness of service provided.

· Professionalism and pro-activeness.

· Knowledge & skills upgrade.

Requirements:

Qualifications:

· Bachelor’s degree/diploma in Business Administration or Information Technology.

Experience:

· Experience in customer service environment.

Skills:

· Exceptional English speaking skills required (Written and Verbal skills)

· Excellent communication skills in Arabic preferred (written and verbal)

· Strong trouble shooting abilities (knowledge of and experienced in Internet applications)

· Attentive listening skills

· Resolving conflict skills

· Exceptional telephone handling skills.

· Strong knowledge of the product and service.

· Strong interpersonal, communication, organization and follow-through skills.

· Ability to develop and sustain good working relationships and network.

· Must be a team player (collective goals)

Competencies:

· Excellent verbal and written communication - English and Arabic.

· Exceptional telephone handling skills.

· Emotional intelligence.

· Proactive working aptitude

· Strong working knowledge of online products and services.

· Ability to manage problems, crisis and conflict.

· Ability to develop and sustain good working relationships and network.

· Ability to manage and see problems through to resolution.

Only applicants who meet the above criteria will be contacted.

JAGGAER is committed to promoting Equal Opportunities in employment. All employees and job applicants will receive equal treatment regardless of age, disability, gender reassignment, race, religion or belief, ***, ***ual orientation, marital or civil partner status, pregnancy or maternity (Protected Characteristics Equality Act 2010).

* Prior to an offer of employment your name will be checked against regulatory and law enforcement lists of individuals who are restricted parties under applicable law and regulations. Your data will be processed and stored in JAGGAER systems hosted in the Netherlands and/or Belgium for purposes of these required screening activities. All data will be deleted after three months.

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Posted on : 2 years ago, #127080, 11 views

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