Technical Support Engineer

Company Description

Alpha Data, the leading IT solutions integrator in the UAE, is dedicated to delivering cutting-edge technology solutions. We are seeking an experienced Risk & Compliance Officer to lead our ethics & compliance program, managing the Corporate Governance and Risk Management functions. The ideal candidate will design and oversee a world-class program aligned with global legal, regulatory, and industry standards, especially in the context of publicly traded companies

Key Responsibilities:

●       Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.

●       Maintain response and resolution speed as defined by SLOs.

●       Keep high customer satisfaction scores and follow quality standards in 90% of cases.

●       Use existing knowledge base to provide a customer facing root cause assessment.

●       Provide customer facing bug progress summary using available tools and platforms.

●       Handle escalations raised by customers and partners.

●       Handle consults from the lower tier to assist in case resolution.

●       Flexibility to work across multiple rotational shifts/night shifts

●       Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator

Education Requirements:

●       Bachelor's Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology

Key Skills and Experience:

●       3-4 years of call center customer care experience, preferably in a technical environment.

●       Strong awareness on GCP/G Suite products and features Experience in working in a customer centric operation resolving technical or operational issues.

●       Strong troubleshooting and diagnosis skills in a technical environment.

●       Strong sense of business ownership, personable accountability, and customer focus.

●       Works well independently and cross functionally with other teams.

●       Drive to go beyond just solving the issue, find the root cause and propose preventative steps.

●       Ability to understand processes and how different pieces of a large process puzzle fit together.

●       Determination to continuously work to achieve team KPIs which often change.

●       Capacity to research using internal knowledge bases and documentation.

●       Aptitude to think critically and work through ambiguity.

●       Flexible enough to work under different work environments Experience with technical writing and version control a plus.