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
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Technical Support Manager - Souq Group
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