Customer Support Engineer
UAE
Company Description
Wavetec has always been home to those who think big, who dream of creating a better future for everyone, then work together to make it a reality. We are ferociously hard working to ensure that we exceed our clients’ expectations. Our global outlook and cultural diversity are core to our passion for innovation.
Wavetec is changing the way we interact and experience service and retail spaces. One of the most simple yet challenging problems which causes the highest level of customer dissatisfaction is long & unregulated waiting times. Our omni-channel ecosystem of solutions powered by AI & smart processing applications significantly reduces waiting times and increases customer satisfaction by 30 %.
Wavetec develops and manufactures Virtual Queue Management Systems, Customer Feedback Systems, Self Service Kiosks and Digital Signage Screens. Moreover, have recently become an official partner of META to develop and sell solutions on WhatsApp Business API.
We helped global businesses across the world such as HSBC, Emirates Airlines, Mars, Samsung, and a number of regional organizations such as Dubai Financial Markets, Du, Federal Authority for Identity and Citizenship, to mention but a few.
With head office based out of Dubai, and regional offices in Barcelona, Karachi, Lima, London, Mexico City, New York, Nairobi, Riyadh, and distributors in over 75 countries, Wavetec is committed to helping businesses and organizations to grow
Responsibilities:
- Planning, installation & configuration of solutions such as Enterprise Queue Management System, Digital Signage and Self Service Kiosks.
- Provide remote and on-site technical support to Customers and ensure that all complaints are responded within 30 minutes and resolved within 4 hours.
- Prepare Software Requirement Specification documents in coordination with Client, Sales and Development Team.
- Direct communication with enterprise customers, prior, during and post implementation of a project.
- Assist the Sales Department during sales meetings, preparation of technical documentation and project plan.
- Collect feedback from customers about our products and follow up with the concerned department to ensure improved service quality.
- Ensure daily reporting about finished or pending tasks, and technical support services status.
- Ensure project plan and/or help desk software is updated at all times.
Requirements:
- At least 2 year working experience in UAE.
- UAE Driving License is a must.
- Education: Bachelors Computer Science or relevant IT field
- Excellent interpersonal skills and communication skills
- Good understanding of Microsoft SQL, MySQL, Network, Linux, Security Standards & Processes.