BlackStone eIT is on the lookout for a dedicated and knowledgeable Senior Service Support professional to join our esteemed team. In this role, you will be responsible for ensuring exceptional service delivery, managing client engagements, and providing support for all technical issues that may arise. Your expertise and strong leadership skills will be instrumental in maintaining high standards of customer satisfaction and operational efficiency.
Key Responsibilities
Lead and manage the service support team to ensure a high level of customer satisfaction
Oversee the resolution of technical issues and ensure timely responses to client inquiries
Develop and implement service support processes and procedures to enhance efficiency
Analyze service performance metrics and generate reports to identify areas for improvement
Act as the primary point of contact for escalated service-related issues
Collaborate with cross-functional teams to deliver comprehensive solutions and support to clients
Provide training and guidance to junior support staff and ensure knowledge-sharing within the team
Maintain up-to-date knowledge of industry trends and advancements to continually enhance service offerings
Requirements
Bachelor's degree in Computer Science, Information Technology, or a related field
5+ years of experience in service support, with a focus on technical support roles
Demonstrated experience leading a support team or similar function
Strong knowledge of service management principles and practices
Excellent communication and interpersonal skills, with the ability to manage client relationships effectively
Proficient in using service management and ticketing systems
Strong analytical and problem-solving skills with a proactive approach to challenges
Ability to work in a fast-paced environment and manage multiple tasks simultaneously
Familiarity with ITIL framework and best practices is a plus
Benefits
Paid Time Off
UAE Benefits
Performance Bonus
Training & Development
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