naukri
Post Sales Technical Support and Services Specialist
netplus-middle-east
Riyadh, KSA
Senior
1 months ago
Technical DiagnosticsTroubleshootingCustomer ServiceService CloudERPPower BI
Free
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Technical DiagnosticsTroubleshootingCustomer Service
About the Role
Netplus Middle East is seeking a Post Sales Technical Support and Services Specialist to manage end-to-end post sales support, perform technical diagnostics, and ensure customer satisfaction.
Key Skills for This Role
Technical DiagnosticsTroubleshootingCustomer ServiceService CloudERPPower BI
Responsibilities
- Manage end to end post sales support and services fulfillment activities covering hardware and software
- Perform technical diagnostics and troubleshooting for escalated issues
- Ensure clear communication with internal and external customers
- Provide hands on education to Channel Partners, System Integrators and End users
- Identify and investigate complex technical issues
- Achieve daily goals through ticket resolutions and RMA turnaround time
- Perform testing of various products and software
- Audit customer accounts to ensure accuracy of information
- Keep accurate records and document customer service actions
- Analyze statistics and compile reports via ERP, Power BI and other tools
Requirements
- Experience in post sales technical support and services
- Ability to perform technical diagnostics and troubleshooting
- Strong communication skills
Full Job Posting
Job Overview
- Manage end to end post sales support and services fulfillment activities covering hardware and software.
- Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
- Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
Key Responsibilities
- Provide prompt hands on education to Channel Partners, System Integrators and End users as required.
- Identify, investigate complex technical issues, and facilitate analysis for improved products quality.
- Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down time.
- Perform testing of various products and software.
- Utilize test data along with device feature description details in developing best practices.
- Lead in implementing policies to ensure quality, timely and efficient design of customer oriented services.
- Auditing customer accounts to ensure accuracy of information.
- Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
- Attend operations/production meetings with management and follow work schedules.
- Improve customer service experience, create engaged customers, and facilitate organic growth.
- Take ownership of customer issues and follow problems through to resolution.
- Develop and enforce clear service procedures, policies, and standards.
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