Middle East Jobs: Technical Support Manager

This position oers an exciting opportunity for a talented individual that excels in leadership,

mentoring, comprehensive problem analysis, software support, customer service, managing team

metrics, and driving success through motivating others.

Occasional travel may be required to meet with regional clients. This role will report directly to the

cashU operations head but will also work closely and under the same KPIs with Operations managers

of dierent products and will be based in Amman.

Key Responsibilities:

• Work closely with the Relationship Managers to deliver a very high level experience for client’s success by

supporting merchants and vendors technical integration/conguration including creating sample codes.

• Responsible for evaluating the technical problems received from internal or external clients then escalating

some to the hardcore technical team for hot-xes or to consider in the future enhancement/ development

releases.

• Build a network of certied integration partners to be recommended to those ( merchants/vendors who

does not have IT teams within their companies.

• Responsible for simplifying the conguration and integration process, documentation API, and creating a

Technical FAQs in cooperation with the technical writers.

• Daily management of the Support Engineers through eective use of resources, including sta develop

ment, and management of customer escalations and to Ensure proper, timely follow-up on support cases,

and ensuring that KPIs (or) agreed SLAs are met and client satisfaction overall is high.

• Hiring, training, Coaching and providing specic suggestions to support engineers on troubleshooting

products issues and on responding in an accurate, professional, empathetic and timely manner.

• Maintain a deep understanding of the Cornerstone products including the various features and congura

tion options to be able to provide the required guidance to; partner’s tech teams and our support

engineers.

• Reporting on performance metrics to management on a regular bas

Job Details

Date Posted:	2013-10-30
Job Location:	Amman, Jordan
Job Role:	Other
Company Industry:	Internet/E-commerce

Preferred Candidate

Career Level:	Management
Nationality:	United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen

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Date Posted: October 30, 2013 at 11:45AM