Job Title: Technical Support Engineer
Job Status: Permanent Full Time
Location: Dubai / UAE
Reports to: Customer Care Center Manager

MISSION SUMMARY

To resolve technical support issues in a world class inbound customer service environment and to enhance our customer’s experience by always exceeding their expectations.

KEY TASKS AND RESPONSIBILITIES

• Providing 3rd level post-sales telephone and electronic support to APC customers and partners.
• Responsible for answering incoming telephone calls, escalated calls, web based incidents and prioritizing customer’s support needs.
• Provide escalation and backup support to the 2nd level support team.
• Escalate customer issues to Tiger teams and APC Global Service to provide on-site support as required.
• Complete documentation and follow up on all commitments and customer details.
• For Enterprise customers – work with the account managers to complete site audits, visits and reporting on events (as
required).
• Participation in new product development process (Beta testing, technical proof reading and technical support
• documentation)
• Provide relevant product training to other team members
• Research / learning about new products.
• Demonstrate flexibility and an ability to learn quickly.
• Other project work to be assigned as required.

KEY PROFESSIONAL RELATIONSHIPS

• Escalation support teams, AGS, Platform Engineering, Enterprise Account Mangers.

QUALIFICATIONS AND EXPERIENCE

• Fluency required in English.
• Third level qualification in engineering - 2-4 years Experience necessary with required education and 5-7 years Experience necessary without required education.
• Excellent electrical engineering and electronics knowledge essential (practical experience desirable).
• Good knowledge of major operating systems (Microsoft, Unix/Linux, Novell) essential.
• Good knowledge of networking technologies (TCP/IP, SNMP) essential.
• Some knowledge of air-conditioning and cooling technologies desirable.
• Demonstrate flexibility and an ability to learn quickly.
• Excellent problem solving abilities and aptitude to understand and explain technical information.
• Proven ability to work towards individual and team targets.
• Excellent interpersonal, communications and time management skills.
• Ability to work on own initiative but also as part of a team.
• Ability to develop and maintain customer rapport.
• Ambition and drive to succeed and progress within the Customer Support organisation at APC.
• Good verbal and written communication skills are essential.
• Previous account management / customer relationship management desirable
• The ability to work a flexible shift pattern and some “on call” support is essential.
• Good coaching and presentation skills desired.

 

To apply please click on the link below: