Technical Support Lead

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

We are looking for a passionate and experienced Technical Support Lead to join the talented team at BlackStone eIT. In this role, you will oversee the daily operations of our technical support department, ensuring that our clients receive optimal assistance with our products and services. Your leadership will empower team members to resolve technical issues efficiently and will contribute to elevating customer satisfaction.

Key Responsibilities

• Lead, mentor, and develop a team of technical support agents, promoting a collaborative and productive environment.
• Troubleshoot complex technical issues escalated by team members and offer solutions to ensure customer problems are resolved.
• Establish and refine support processes, ensuring adherence to service level agreements (SLAs).
• Analyze support metrics and trends to identify areas for improvement and implement strategies accordingly.
• Provide ongoing training to the support team on new products, services, and troubleshooting techniques.
• Act as a liaison between the support team and other departments to communicate customer needs and feedback.
• Maintain comprehensive documentation and knowledge base articles to assist the support team and customers.

• Bachelor's degree in Information Technology, Computer Science, or related discipline.
• Minimum 5 years of experience in a technical support role, with at least 2 years in a leadership position.
• Strong troubleshooting skills and expertise in diagnosing and resolving technical issues.
• Exceptional communication and interpersonal skills to interact effectively with clients and team members.
• Familiarity with support ticketing systems and trouble ticket management.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Proficiency in creating reports and analyzing performance metrics.
• ITIL certification or experience is a plus.

• Paid Time Off
• Work From Home
• Performance Bonus
• Training & Development