Support & Implementation Manager Jobs In Dubai 2023 | Frontline Performance Group

Frontline Performance Group

Support & Implementation Manager Jobs In Dubai 2023 | Frontline Performance Group

WHAT YOU WILL DO

  • Ensure all team members are adhering to the Technical Support and the Implementation frameworks
  • Lead by example answering customer tickets and support customer activations
  • Become an expert in PMS knowledge, documentation and challengesSolution based attitude to validate headwinds and provide recommendations
  • Active participation in high volume ticket queue:
  • Lead and manage implementation projects from start to finish, including planning, organizing, overseeing work flow, maintaining communication throughout the course of the project to meet customer expectations.
  • Provide day-to-day direction to implementation / support teams.Manage team’s performance to ensure timeliness, accuracy, compliance, and quality
  • Continuously sport check tickets, detailed and accurate Validation of Tier 1 & 2 Team members
  • On the spot coaching
  • Weekly Report Outs on Team performance
  • Monitor and analyze performance metrics to ensure that goals are being met
  • Produce and manage client-facing and internal technical documentation.

DESIRED SKILLS AND EXPERIENCE

  • Bachelors degree in Computer Science or related field, Technical Sales or equivalent experience
  • At least four years in an Integrations, Implementation or similar roles
  • Experience with implementation in a SAAS environment
  • Experience with Jira, Jira Service Desk, Confluence, Trello, DocuSign
  • Experience in Technical Writing (Frameworks, Documentation)
  • Experience with integration and middleware technologies such as SOAP, REST, JSON, XML, and EDI
  • Excellent verbal and written communication skills (English)
  • Excellent interpersonal and customer service skills
  • Excellent time management skills
  • Strong analytical and problem-solving skills
  • Technical understanding and mindset with Software Systems
  • Ability to prioritize tasks and delegate
  • Mindset to explain technical issues to technical and non technical customers and employees
  • Experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc…)Knowledge on SQL (How to Run/Understand Queries)
  • Able to multi-task and perform in a fast-paced environment

To apply for this job please visit www.careerjet.ae.

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