Technical Support Specialist
Embed International
Dubai United Arab Emirates
منذ 4 يوم
source : HireeJobsGulf

Fuelling the business of fun Not just a game changer it s a life changer Designed to deliver a superior guest experience the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability With Embed s platform a business single or multilocation has realtime visibility and control across the entire operation a full range of games management realtime prize inventory from guest party planning and bookings via mobile to integrated pointofsales including bundles and upsell packages selfrecycling game card kiosks and so much more And it is all interconnected We have offices across the globe USA EMEA and Asia With more than 1 000 customers and over 3 000 installations in 56 countries we are equipped and ready to empower Family Entertainment businesses with direct sales services and support anytime anywhere We are in the business of fun and no one takes fun more seriously than us which is why we put our people at the heart of everything we do and how we do it Get inspired because no one s having more fun than us We are looking for a Technical Support Specialist to join our team in Dubai As a member of our Support team you are the first point of contact for customers and as such you form part of the team that helps customers solve issues and minimise the impact to their business We strive to solve customer queries by providing the best customer experience with the quickest solution For this role you will develop relationships and build rapport quickly with customers In addition you will investigate and utilise your troubleshooting skills in solving customers technical and nontechnical queries For this you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement Part of this role will also be to assist with the repairs and maintenance of Embed system hardware in the workplace and at customer locations and provide systems training and customer support during and after installations KEY RESPONSIBILITIESProvide first class customer service support via telephone email chat and any future channelConduct preliminary investigation replicate validate and troubleshoot issues tickets raised by customersTriage inbound customer communications monitor priority of tickets assigned to the queue and process and escalate tickets accordinglyCommunicate proactively with customers using clear professional and effective communicationLeverage all approved internal knowledge base to deliver up to date service to our customersPartner with Business Analysts to improve the customer experience through product design enhancements after software updates upgrades are releasedProvide remote support of related hardware components including integrated card readers POS terminals selfservice Kiosks and associated peripheralsTicket ownership including ticket creation update escalation and escalation notes solution and closureCreate document and share technical procedures and knowledgebase articles for the overall improvement of the departments competenciesResponsible for selfdeveloping skills and technical knowledge on new and existing products and featuresMonitor customers system proactively to identify and solve issuesComply with confidentiality and license agreementsRemain knowledgeable of customer and partner relationships

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