Job Summary :
Sr. Customer Service / support Agent is responsible for clients I after sales technical support. He is responsible to ensure the proper functioning of all vehicles’ tracking systems by keeping continuous contact with the customers.
Major Responsibilities :
Checking and ensuring the units proper functionality on daily basis.
Reporting to the customers if any faulty unit is found.
Coordinating with the customers about the vehicles’ availability.
Liaising between the customer vehicles’ availability and the technicians’ schedules.
Arranging the schedules for the units Maintenance / Removals / Installations / Transfer.
Charging the customers for any chargeable activity by referring to the contract.
Managing the units’ assignment / deactivation on the system.
Ensuring the unit is reporting properly in case any new installation or unit transfer.
Reporting to the customer the work done report immediately after any activity done by the technician.
Troubleshoot the software issues reported by the customers.
Reporting to the software developers any related issues that cannot be solved by the customer support agent.
Configuring the units based on the installation requirements.
Troubleshoot the units in case any related issue.
Testing any new or existing hardware to meet a specific requirement.
Assisting the customers through the phone / Email / Face to face to clear any query.
Performing the training sessions to the existing or the new customers.
Reporting to the accounts team the chargeable activities done by the technicians.
Regularly visiting the customers to build and maintain a strong relationship.
Preparing a daily / weekly / Monthly report based on the work requirements and the tasks assignment.
Any other work-related task that may arise as per the HoD instructions.
Skills Required :
Excellent communication skills both verbal & written.
Should have excellent interpersonal skills and ability to organize day to day operational activities.
Demonstrated proficiency with Microsoft Windows and Microsoft Office.
Ability to manage installation Schedules and Technicians teams.
Able to learn new technologies quickly. Demonstrated willingness to keep technical skills and knowledge up to date.
Excellent organizational skills and ability to adapt easily.
Ability to prioritize and work around deadlines.
Ability to remain professional, confident and patient at all times.
Must be a team player, able to work effectively and contribute value with limited direction.
Strong dedication to customer service.
Minimum Educational Qualification : Bachelor’s degree in Electronics Engineering.
Minimum Experience : 05 Years
Salary : AED 5,000 - 6,000.
Candidates who can join immediately will be preferred.