Senior Technical Support Executive - Online
The Emirates Group.
منذ 4 يوم
source : Wisdom Jobs

1 JOB PURPOSE This role will be responsible for providing support to EmQuest through in-depth technical product assistance and recommending appropriate solutions during sales discussions with potential customers This role will contribute to the customer acquisition strategy and client retention strategy serving as a liaison between potential customers and the sales team and will help identify the customers business processes systems and product requirements Additionally this role will be key in recommending appropriate solutions and delivering onsite remote product demonstrations directly tied to closing business and driving revenue 2 JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS MAXIMUM OF 10 1 Provide technical assistance for user base across EmQuest markets at every point in the life-

cycle of a sales opportunity from qualification to sale to delivery to closure Shares and discuss with other EmQuest team members at an early stage ensuring cost effective and well integrated optimised solutions 2 Works with customers to get a good understanding of their business and propose technical solutions to meet their goals Ensure through product scoping of clients development needs objectives functions features and documenting requirements for data Additionally ensuring workflow logical processes interfaces with other systems developing functional specification requirements for all enhancements 3 Work in close co-

ordination with the EmQuest stakeholders Sabre consultancy team and any third party solution providers to chalk out the best solution for the client 4 Provides the customer a detailed business processes integration document containing recommendations on how to improve efficiency and processes using standardized documentation and techniques Establishing and maintaining effective Customer relationships based on trust respect and credibility 5 Understands detailed technical aspects of Sabre product line development tools Sabre Web Services APIs and keeps updated at all times by reading industry publications and understanding evolving methods of application protocols Pro-

actively keep the EmQuest Sabre team advised of industry business trends and practices to enable EmQuest to stay competitive in the market 6 Responds as second line support to customers questions on system functionality application and interactions between different solution components Responsible for recovering functional and technical incidents and requests and or escalating them internally to improve Customer satisfaction and retention 7 Regularly carry out detailed discovery sessions with customers to understand business drivers pain points and critical success factors and shares this internally with other team members with the intent to enhance customer experience 8 Analysis of clients requests and FAQ competitive situation proposes changes in products and or services that result in cost reductions and increased sales Drive recommendations to reduce scans and make customers booking engine efficient Detail results to show direct cost saving to the customer 9 Prepare operating manuals references or training materials for customers and the sales force to ensure users are appropriately trained so they can adopt the solution and generate more sales 10 Co-

ordinate facilitate and participate in the testing of all developments enhancements patches or bug fixes ensuring that the quality of testing is high and that interfaces and solution are operationally functional for all users prior to roll-

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