ICDL GCC Foundation FZ is looking to hire a Technical Support Manager.
University degree in Computer Science or related field.
3 to 5 years’ experience in a helpdesk environment with good networking background.
Attention to detail and 5 star customer service attitude.
ICDL certifications are desirable.
Good command of written and verbal communication skills in Arabic and English.
Ability to communicate effectively and concisely to meet customer needs.
Valid driving license, and ability to travel within UAE and other GCC Countries.
Continue to update skills by pursuing additional ICDL certifications as they become available.
Duties & Responsibilities :
Responsible for ensuring all queries and requests for technical support received from GCC customers
Schedules visits or remote sessions to customer locations as required to resolve technical issues.
Work cross-departmentally to solve difficult issues escalating to line manager where necessary.
Build and maintain positive relationships with all customers, with particular focus on 'VIP' customers, such as government or educational institutes.
Responsible for final internal testing of new products and software related to testing or training materials and coordinating with stakeholders for final launch.
Support the ICDL e-book and testing software by addressing urgent needs and interacting with the Development Manager for on-going issues.
Build and maintain positive relationship with e-book vendor and manage updates to database and content.
Manage the regional team of Quality Assurance Officers to ensure smooth coordination of all accreditation, renewal and test sessions visits and provide detailed information and support to the QA officers ahead of and during site visits.
Ensure all QAs are kept abreast of updates within ICDL Arabia’s programmes and certifications
Weekly reporting to line manager issues and trends in support queries, and to propose action plan to address these trends.
Plans, develops, implements and monitors quality assurance policies.
Ensure all accredited centers in the GCC are following ICDL-Foundation procedures for testing.
Perform or monitor accreditation visits in the GCC for centers that have minimum qualifications for testing or training, or both.
Advise centers with regards to meeting requirements to be accredited as training and / or testing centers.
Support all automated software used in the GCC as directed.
Interact closely with the Programme Administrator to maintain effective communication with the Centres on all aspects of the programme.
Respond to centre inquiries for assistance within 3 hours via phone; email or 24 hours for a site visit.
Respond to incoming inquiries regarding the Automated Testing Systems being used in the GCC.
Support both the English and Arabic version of all Automated Testing Systems and ICDL e-book
Manage the integrity of the ICDL Centre information databases.
Advise management regarding customer needs and escalate issues as needed to line manager and teams.
Communicate to line manager changing trends in the overall program and needs for adjustments within the programme.
Weekly reporting of sessions, accreditations, support requests and programme test results.
To perform other functions which may be assigned by line manager.
About ICDL GCC Foundation FZ LLC
The ECDL Foundation has appointed and licensed ICDL Arabia as the sole body to implement and disseminate the program in the Gulf Region, Egypt and Iraq with the support of the region’s leading educational institutions and accreditation bodies.
ICDL Arabia recognises the importance of digital literacy and ICT Skills and works with strategic partners to drive national economic and social development, and capacity building initiatives throughout the region.
ICDL certification programmes have been delivered to over 14 million people, in 41 languages, across 150 countries through a network of over 24,000 test centres.
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