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Abu Dhabi

    Business Development Manager - Abu Dhabi, United Arab Emirates - BPS Company

    BPS Company
    BPS Company Abu Dhabi, United Arab Emirates

    Found in: Talent AE A C2 - 5 days ago

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    Description

    TechnicalSupport Consultants I @ ACDI


    Hereat ACDI, our Technical Support Consultants I (TSC I) help deliversupport services to our clients that optimize business value fromour core products atACDI.

    TheTechnical Support Consultant I will be involved in post-salessupport engagements to provide ongoing technical and customersupport for our hardware/software products and therefore requiresexcellent communication and technical skills. This role ismulti-faceted and the individual will be required to handle inboundtechnical problems, customer service issues, remote web-basedsupport, internet chat support sessions, and end-user training.

    Whenthe Technical Support Consultant I is not being utilized forsupport engagements, they will be involved in developing reportsfor current known issues, building their technical skills aroundour products and solution, or training other consultants in bestpractices and helping to create documentation or templates aroundcurrent supportofferings.


    Successfulteam members will support ACDI s mission, vision, and core values.


    ACDIs Technical Support Consultant I sResponsibilities:

    • Musthave a passion for customer service and ensuring that everycustomer interaction is a positive one.
    • Providepost-sales technical support for our customer base consisting ofboth end-users and dealers using the following support medium:Phone, Email, Chat, etc.
    • Quicklyand accurately diagnose and resolve first line supportissues
    • Handleautomatic support ticket queues and ensure quick and professionalresponses
    • Abilityto escalate issues to second line support whenrequired
    • Resolvequestions regarding solutions, services, andtraining
    • Providecreation/updating of training materials for end users and dealertechnicians
    • Ensureproper communication occurs with end users, dealer reps, and ACDIemployees in terms of providing timely statusreports
    • Trainkey personnel and managers on software, hardware, and supportingworkflow
    • Workacross multiple departments to ensure collaborative efforts andimprovements are being implemented, documented, andshared
    • Responsiblefor achieving and maintaining organizational requirements forticket quality and timeutilization
    • Supporta variety of application platforms andsystems
    • Documentand utilize solutions through use of a knowledge base, whitepapers, training sessions and other available educationaltools
    • Maintainprofessional and technical knowledge by attending educationalworkshops; reviewing professional publications; establishingpersonal networks; participating in professionalsocieties
    • Someafter-hours and/or holiday workrequired
    • Contributeto the team in a positive manner at all times
    • Maintaina complete understanding of and adhere to all ACDI policies,procedures, andprocesses
    • Maintaina positive organizational culture while upholding ACDIs mission,vision, and corevalues

    Experience& EducationRequirements

    • HighSchool diploma, preferred Associates Degree, and a minimum of 1+years of technical support experience or the equivalent combinationof education and experiencerequired
    • Technicalcertificates obtained from A+, Network+, Security+ (at least one ofthe following orequivalent)
    • Priorexperience with administering any of the following will set youapart: Server, Network, andDatabase.
    • ObtainingPaperCut Technical certificates is required within 90days
    • Musthave a basic understandingof:
      • DesktopOperating Systems : Windows, Mac OS orLinux
      • ServerOS: Windows orLinux
      • MobileOperating Systems: Chrome OS or Android oriOS
      • MicrosoftOffice
      • Networkingincluding: DNS, DHCP, and troubleshooting connectivity between twoend pointdevices
      • RemoteDesktopSupport
      • Installingand supportingPrinters
    • Experiencein any of the following will set youapart:
      • PrintManagement Software such asPaperCut
      • VirtualizationTechnology: VMWare, HyperV,Citrix
      • Scriptinglanguages: Powershell, Batch, orShell
      • ProgrammingLanguages: JavaScript orPython
      • Database:MS SQL, MySQL,Oracle
      • GoogleWorkspace
      • ZohoSuite
      • MDMSoftware such as: Intune, JAMF,Munki
    • Experienceexercising discretion and confidentiality with sensitive company orteaminformation
    • Excellentorganizational skills with an ability to think proactively,anticipate upcoming needs, and prioritizework

    PhysicalRequirements

    • Mustbe able to stand or sit for prolonged periods oftime
    • Mustbe able to lift 15pounds
    • Abilityto travel and fly on a commercial airliner ifneeded
    • Maybe required to furnish a passport or other identity documents forinternationaltravel

    SupervisoryResponsibility

    • Thisposition has no supervisoryresponsibilities.

    WorkEnvironment

    • Moderatenoise level, bullpen environment located at ACDIheadquarters
    • Fast-pacedand extremelypositive
    • Employeemay be required to furnish adequate internet services, mobileservices and devices necessary to receive business communicationson a continualbasis

    OtherDuties

    • Pleasenote this job description is not designed to cover or contain acomprehensive listing of activities, duties or responsibilitiesthat are required of the employee for this job. Duties,responsibilities and activities may change at any time with orwithoutnotice.


    See full job description
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