Product Support Coordinator - Dubai
Since founding in Protected content , Careem have been on the path to success and are earmarked as one of the hottest startups in the Middle East. They are a local venture with a unique regional vision and desire to build an awesome organisation that inspires and simplifies the lives of people by radically transforming the transportation industry.
Careem want to build a world class organisation that inspires and simplifies the lives of people by radically transforming the transportation industry. With a strong sense of community and trust, they are opening up a world of endless possibilities.
About Product Support Coordinator:
Supreme customer Service is fundamental at Careem, and they want to WOW their customers every time! The role of the Product Support Coordinator role is to assist the Product department in doing just that. As such you will be responsible for making bold decisions and working in an agile and creative way in order to deliver a first class service when dealing with technical support issues.
Your key responsibilities will include:
Resolving customer technical queries, usage problems and complaints, ensuring that the service delivered is consistently efficient, prompt, professional and exceeds customer expectations
Ensuring all customer interactions adhere to our internal quality standards and SLA’s
Working collaboratively with other colleagues within the departments to resolve technical issues and agree on any support initiatives
Coordinating the implementation of white labelling projects
Assisting with technical support and service issues such as usage problems and any complaints or queries regarding our products that require immediate resolutions
Troubleshooting areas of poor performance and offer solutions to resolve issues both in the immediate future and for the longer term
Identifying any issues within current working practices that might impact service delivery and identify solutions to ensure continual improvement by continuous assessment, and feeding process and product recommendations to the Product Managers
Develop and document processes and policies to improve the level of technical support for our products offering
Developing key Relationships with Product Managers, Developers, Internal and External Customers
Your Essential Skills and Competencies should include
Being process orientated, highly analytical and a logical thinker with a good attention to detail
The ability to effectively trouble shoot problems and work collaboratively within a team environment
Having good communication skills with a firm command for the English language (both written and spoken) and an ability to liaise with people on all levels
Excellent literacy skills and a proficient computer user with experience of using Microsoft office, internet and email systems. – Intermediate (or advanced) proficiency of SQL & Microsoft Excel
The ability to multi task and to work to tight deadlines
Demonstrable administrative skills and a good attention to detail
Having a methodical and organised approach to work
The ability to work under your own initiative and prioritising workload effectively
Effectively trouble shoot problems and work collaboratively within a team environment
To qualify for the position of Product Support Engineer you should be experienced in working within a similar role and within a similar industry. Ideally you will have worked within the technology industry in start-up environment and have knowledge or working experience of Computer Sciences.
In return for your skills you will receive a competitive salary package, equity shares, premium medical insurance (including spouse and children) and 25 working days annual leave. You will also receive discounted Careem rides plus free credits inline with the company growth.
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