Department:          Operations Management

Role:                          Technical Support Engineer

Location(s):             Dubai, United Arab Emirates

Remote:                   Yes

Time:                         Full-time or Contract

Description:

• Operations
  • Investigate user inquiries and provide premium support via phone, email, or chat.
  • Follow through with user inquiries through to resolution, in a timely manner.
  • Ensure customer happiness and engagement by providing the users with a high level of experience; which may be achieved by effective and quick support.
  • Properly triage and escalate unresolved issues to appropriate internal teams.
  • Prioritize and manage several open user inquiries, amongst different communication channels, at a time.
  • Take over and update a manuscript containing the most common user inquiries.
  • Participate in an on-call rotation to handle high priority queues
  • Must work in a defined shift, as required by the business; weekend support may be required.

Skills & Experience

• Understanding of new fintech technologies including blockchain.
• Plus if Operations experience in a fast-paced startup environment

Required

• 4+ years of work experience in a technical support role.
• Strong problem-solving and troubleshooting skills.
• Fantastic English communication skills, both verbal and written.
• Experience with Help Desks and ticketing systems.
• Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth.
• Familiarity with blockchain based products.