Frontline Technical Support Agent

SMSGlobal

Dubai, UAE

Ref: NP153-06

Job description / Role

Employment: Full Time

About the Company

SMSGlobal are the leaders in mobile messaging, platform design & development and integration solutions. We have expanded into Dubai Media City in 2009 from our Australian HQ office to become the trusted brand in the region with a client base which represents a diverse range of industries and includes some of the worlds best known brands including IBM, Visa, Dubai Islamic Bank and Etihad Airways. SMSGlobal is experiencing phenomenal growth and as a result we currently have an opening for several experienced Frontline Technical Support Agents to join our frontline team in Dubai, UAE.

About the Role

Reporting to the Frontline Manager and working closely with both the Commercial and Technical departments, you will primarily be responsible for supporting the clients and the commercial team.

The Role and Responsibilities:
Providing technical support to wide range of clients and to the sales team
Handling inbound support phone calls and written support issues using our web based customer service platform in a timely and professional manner
Answering questions about the product and our company
Interacting and investigating with our partners on a daily basis
Technically, monitoring the internal systems.

Requirements

Experience in customer service with high attention to detail
You will have an IT background
Excellent written and oral communication skills
Ability to work independently and as part of a team
Strong investigation and problem solving skills
Knowledge of Microsoft Office/high computer literacy preferred.
Basic knowledge of Linux
Demonstrable success in a support role in a customer service environment.
Strong customer focus.
Excellent written and verbal communication skills are essential.

About You

This position would suit an experienced customer service professional with an IT background with a strong interest in technology and the digital space. You are looking for a challenge and an environment to utilise your strong people experience and acquire experience in a digital environment.

Arabic is not essential but preference will be given to candidates who have both fluent English and Arabic writing skills.

SMSGlobal is a reward & recognition orientated organisation which uses a core competency framework for acquiring talent. SMSGlobal supports and encourages employees the opportunity to grow within the company as part of their long term career progression plan.

Rostered hours are Sunday to Thursday between 8.30 am and 5.30pm on a fixed shift arrangement.

About the Company

We are leading providers of mobile messaging, platform design & development and integration solutions. We have a team of talented professionals in our Melbourne HQ and Dubai offices who specialise in delivering seamless, integrated services to both business and personal customers.

In 2010, we were recognised as Mobile Company of the Year, acknowledging our expansion into new global markets and for securing a number of large contracts with tech giants and major airlines, SMSGlobal is positioned as an agile, customer centric organisation in the managed solutions mobile messaging space.

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