Technical Support Engineer/Customer Support Agent
- SamTech Middle East Fz LLC
- Dubai - United Arab Emirates
وصف الوظيفة
Job Description
Technical Support Engineer/Customer Support Agent is responsible for clients I after sales technical support. Such person is responsible to ensure the proper functioning of all vehicles’ tracking systems by keeping continuous contact with the customers.
Major Responsibilities
- Checking and ensuring the units proper functionality on daily basis.
- Reporting to the customers if any faulty unit is found.
- Coordinating with the customers about the vehicles’ availability.
- Liaising between the customer vehicles’ availability and the technicians’ schedules.
- Arranging the schedules for the units Maintenance / Removals / Installations / Transfer.
- Charging the customers for any chargeable activity by referring to the contract.
- Managing the units’ assignment / deactivation on the system.
- Ensuring the unit is reporting properly in case any new installation or unit transfer.
- Reporting to the customer the work done report immediately after any activity done by the technician
- Troubleshoot the software issues reported by the customers.
- Reporting to the software developers any related issues that cannot be solved by the customer support agent.
- Configuring the units based on the installation requirements
- Troubleshoot the units in case any related issue.
- Testing any new or existing hardware to meet a specific requirement.
- Assisting the customers through the phone / Email / Face to face to clear any query.
- Performing the training sessions to the existing or the new customers.
- Reporting to the accounts team the chargeable activities done by the technicians.
- Regularly visiting the customers to build and maintain a strong relationship.
- Preparing a daily / weekly / Monthly report based on the work requirements and the tasks assignment.
- New Software Requirements gathering
- Software testing after implementation.
- Working in ERP Software (ZOHO) task
- Communicating with hardware and software team to obtain the needed result.
- Checking the hardware, providing the idea & details to the development team to implement in the software
- First level hardware and software troubleshooting
- Internal/external training based on customer requirement
- Ability to learn new technologies
- Handling government portals
- Ability to learn new software for government project
- Hands on experience in tracking
- Final level hardware testing
- First level device and configuration checking
- Ability to handle multiple time
- Knowledge on all the sensors
- Agility handle government projects.
- Any other work-related task that may arise as per the HoD instructions.
- Excellent communication skills both verbal & written.
- Should have excellent interpersonal skills and ability to organize day to day operational activities.
- Demonstrated proficiency with Microsoft Windows and Microsoft Office.
- Ability to manage installation Schedules and Technicians teams.
- Able to learn new technologies quickly.
- Demonstrated willingness to keep technical skills and knowledge up to date.
- Excellent organizational skills and ability to adapt easily.
- Ability to prioritize and work around deadlines.
- Ability to remain professional, confident and patient at all times.
- Must be a team player, able to work effectively and contribute value with limited direction
- Strong dedication to customer service.
- Bachelor’s degree in Electronics / Electrical Engineering / Computer Engineering
- Experience in Fleet Tracking / GPS will be added advantage
- 02 Years
