ICDL GCC Foundation FZ is looking to hire a full-time Lead Quality Assurance Officer.
University degree in Computer Science or related field.
2 to 3 years’ experience in a helpdesk environment with good networking background.
Attention to detail and 5 star customer service attitude.
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 :
Respond to all queries and requests for technical support received from customers via phone or email.
Support the ICDL e-book and testing software by addressing urgent needs over the phone, and interacting with main support team in Dubai for on-going issues.
Schedules visits or remote sessions to customer locations as required to resolve technical issues.
Work with the department head to solve difficult issues.
Responsible for final testing of new products and software related to testing or training materials and coordinating with line manager for final operational release.
Build positive relationships with all customers, with particular focus on 'VIP' customers, such as government or educational institutes.
Build and maintain positive relationship with e-book vendor and manage updates.
Coordinate effectively with the QA department to schedule QA officers for visits as needed, and provide detailed information and support to the QA officers during visits
Ensuring all QAs are kept abreast of all updates within ICDL Arabia’s programmes and certifications.
Weekly reporting to communicate with line manager trends in support and to create a plan of action to address these trends.
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.