Job closed
Ref: KP709-2173
Job description / Role
- Lead, coach and develop members of the team
- Manage the support backlog and provide visibility of the trends, root causes and common resolutions to the Support team’s customers
- Continuously help refine, and ensure conformance to agreed service delivery standards
- Identify and act on identified support trends to enhance service delivery
- Ensure the team delivers effective diagnostics and analysis of the issues encountered
- Maintain support infrastructure and systems to facilitate rapid problem investigation
- Work as an active member of the Product Team to deliver successful and well managed releases to the business
- Develop and maintain positive relationships with team members, stakeholders and clients
- Ensure that the team’s customers receive exceptional service.
Requirements
- Significant technical support experience
- Solid experience leading and coaching a technical support team
- A track record of exceptional customer service
- Fluent Arabic and English skills (written and verbal)
- Knowledge of agile software development methodologies such as Scrum and Kanban
- Knowledge of database concepts, data modelling techniques, and design principles
- Knowledge of support processes and approaches
- Natural leadership ability and a drive to coach and improve people
- Excellent analytical and communication skills
- Strong troubleshooting capability
- Strong time management and multi-tasking abilities
- A relevant tertiary qualification is desirable
About the Company
Building businesses, changing lives
At Tandem, we’ve built a vast network of top-tier professionals across the globe. We empower businesses to thrive by delivering unmatched talent solutions. With our global reach, collaborative approach, and unwavering commitment to excellence, we drive transformative growth and shape exceptional teams.
Who we are.
We are a team of industry experts, driven by a passion for innovation and excellence. We are dedicated to providing unique talent solutions and nurturing collaborative partnerships that redefine success.