Post Sales Technical Support and Services Specialist

Post Sales Technical Support and Services Specialist

Location: Riyadh, Saudi Arabia

Our client is looking for local candidates with Transferable Iqama.

Responsibilities:

• Manage end-to-end post sales support and services fulfillment activities covering hardware and software.
• Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
• Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
• Provide prompt hands-on education to Channel Partners, System Integrators and End-users as required.
• Identify, investigate complex technical issues, and facilitate analysis for improved products quality and delightful end-user experience.
• Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time.
• Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
• Lead in implementing policies to ensure quality, timely and efficient design of customer-oriented services.
• Auditing customer accounts to ensure accuracy of information.
• Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
• Attend operations/production meetings with management and follow work schedules and other assignments.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer issues and follow problems through to resolution
• Develop and enforce clear service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions via effective use of tools (i.e. Service Cloud, ERP, RMA process, etc.)
• Analyze statistics and compile accurate reports via ERP, Power BI and other reporting tools.
• Maintain an orderly workflow according to priorities. Exceed key results through rapid problem solving and provide feedback to other functions for product quality and new systems development.

Qualifications and Experience:

• Bachelor’s degree in electrical, Electronics or Telecommunication
• You are experienced in providing technical services and aftermarket support for hardware and software.
• Experience with agent-based software & ERP – Service Cloud, Infor Visual.
• Knowledge in electrical, mechanical field. You have advanced troubleshooting and multi-tasking skills.
• Extensive customer-faced experience. You possess strong client-facing communication skills.
• Strong continuous improvement mindset, strong leadership impact.
• Experience with Salesforce.com and SharePoint.
• Demonstrated experience with Knowledge Base Management & Call Center Management.
• You have excellent knowledge of management methods and techniques. PMP, P Eng. are a plus.
• You are comfortable with access control and biometric products, software, databases, and tools
• You are aware of and able to identify the industry’s latest technology trends and applications
• You think with customers in mind and take pride in providing excellent service.

Additional Skills:

• Experienced in pre-sales technical role.
• Customer & Technical Service skills
• Process improvements, VSMs
• Strong decision-making skills
• Managing processes
• Staffing
• Planning
• Tracking budget expenses
• Analyzing information
• Developing standards
• Help desk experience