Lead Technical Support - Mentor Team, SLA Focus, Remote

BlackStone eIT; United Arab Emirates; Hybrid; AED 257,000 - 331,000; Full time

Job summary

A technology firm in the United Arab Emirates is seeking a passionate Technical Support Lead to oversee their technical support department. The successful candidate will lead a team of agents, troubleshoot complex issues, and refine support processes to enhance customer satisfaction. With a minimum of 5 years in technical support and 2 years in a leadership role, strong communication skills and proficiency in ticketing systems are essential prerequisites. This role also offers perks such as paid time off and work from home options.

Benefits

Paid Time Off

Work From Home

Performance Bonus

Training & Development

Qualifications

• Minimum 5 years of experience in a technical support role.
• At least 2 years in a leadership position.
• ITIL certification or experience is a plus.

Responsibilities

• Lead, mentor, and develop a team of technical support agents.
• Troubleshoot complex technical issues escalated by team members.
• Establish and refine support processes.

Skills

Strong troubleshooting skills

Exceptional communication skills

Familiarity with support ticketing systems

Proficiency in creating reports

Ability to work under pressure

Education

Bachelor's degree in Information Technology, Computer Science, or related discipline

Tools

Support ticketing systems

Job description

A technology firm in the United Arab Emirates is seeking a passionate Technical Support Lead to oversee their technical support department. The successful candidate will lead a team of agents, troubleshoot complex issues, and refine support processes to enhance customer satisfaction. With a minimum of 5 years in technical support and 2 years in a leadership role, strong communication skills and proficiency in ticketing systems are essential prerequisites. This role also offers perks such as paid time off and work from home options.