About the job
WHO WE ARE
Here at FPG we believe in the potential of people. We transform front desk operations into profit centers for the leading hospitality brands worldwide by elevating the performance of their frontline agents, while enhancing guest satisfaction, through our proprietary software IN-Gauge.
WHO YOU ARE
You are genuinely excited by new technologies, have a constant appetite for something new and a passion for data. You have 4+ years of experience in Technical Support Role with Application Support as the primary focus. You are proficient in the use of application (especially SAAS based) support, data management systems as well as being able to work well as part of a team. You have a healthy sense of urgency and are able to visualize and track ticketing queues and project timelines in real time. You can demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills.
WHAT YOU WILL DO
You will play a fundamental role in delivery customer fulfilment to the end users of our proprietary software IN-Gauge and to our entire tech infrastructure. You will engage directly with technical and non-technical customers as well as FPG Team Members and therefor the ability to communicate with intelligibility is essential. Working with customers is a major focal point. However, you will also work closely with internal teams such as: Sales, Operations, Customer Implementation, Data Engineering. To achieve success, you will implement our hybrid agile methodology, liaise daily with your team members, constantly demand help and support while always providing questions and feedback. The Technical Support Specialists report to the Directory of Infrastructure & Technical Support.
HOW YOU WILL DO IT
The Technical Support Specialists have access to our proprietary software IN-Gauge, Jira Service Desk and Customer Data. Our objective is to validate each customers request, attain a root cause analysis and solve the customer challenges as timely and efficiently as possible. Our Technical Support Specialists support and operate an RCA methodology while driving continuous improvement through knowledge and continuous improvement. RCA is a competency based on your product knowledge of IN-Gauge and the data lifecycle.
Validate each ticket submitted to attain complete comprehension of root cause analysis.
Recognize trends and patterns through ticketing and foresee future challenges while responding to technical actions and planning to minimize risks.
Reproduce errors and validate bugs before escalation
You will support and use our knowledge base to educate yourself our customers and submitting KB documentation request when required
Recognize and escalation major challenges when required
Continue to educate yourself on our product and data lifecycle.
Escalate your require training
Provide technical support via telephone, email to external and internal customers.
Collaborate with your teammates and co-ordinate working sessions when requested
Adhere to our SLAs and maintain ticketing que
The Technical Support Specialists are expected to lead or actively participate in the following meetings:
Daily Stand-ups (internal)
Synchronize teams work
Discuss impediments / challenges blocking teams work Production Related Issues
Based on FPG needs, the Technical Support Specialist will be required to actively participate in Special Projects or Task Forces.
How is performance measured
Time of Created Ticket vs. Resolved
Tickets Created vs Tickets Resolved MoM
Time of Tickets in Open State
Validation, Resolution Accuracy of Tickets
DESIRED SKILLS AND EXPERIENCE
Bachelors degree in Computer Science or related field, or equivalent experience
4+ years in Technical Support Role with Application Support as the primary focus
Excellent verbal and written communication skills (English)
Excellent interpersonal and customer service skills
Excellent time management skills
Strong analytical and problem-solving skills
Technical understanding and mindset with Software Systems
Proficient with Jira Service Desk, Confluence
Ability to prioritize tasks and delegate
Mindset to explain technical issues to technical and non technical customers and employees
Experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc )
Knowledge on SQL (How to Run/Understand Queries)
Experience with S3, Windows Remote Desktop, Linux, AWS Transfer Family (or SFTP
Able to multi-task and perform in a fast-paced environment
Proficient in MS Office suite of applications
Excellent time management capabilities
Experience supporting SaaS applications
Domain knowledge Data Visitation, Manipulation
Technical Knowledge of Windows Server 2016+, AWS Cloud Services (S3, Ec2)
Familiarity with Data Extraction, Data Processing and Data Analysis
Understanding of Data Modeling
COMPENSATION AND BENEFITS
We offer a competitive compensation and full range of benefits to all regular, full-time employees and their qualified dependents as outlined below.
Compensation: AED 8,000-10,000
Benefits effective date 1st day of the month following date of hire:
Employer health plans (Medical insurance including Dental)
30 days holiday and annual holiday closure
Parental Leave (Maternity & Paternity)
Technical Support Specialist is responsible for front line support of all office computers, mobile devices, printers, and network devices.
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