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.