Post Sales Technical Support and Services Specialist

Post Sales Technical Support and Services Specialist 
Riyadh, Saudi Arabia  

 12,000 - 14,000 SR/Month + Gas & Car Allowance + Expenses + Health Benefits  - Hybrid Work Environment - Full Time - Permanent 

Our client is looking for local candidates with Transferable Iqama.

Responsibilities:
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Manage end-to-end post sales support and services fulfillment activities covering hardware and software.
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Perform technical diagnostics and troubleshooting (desktop and remote) for escalated issues.
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Ensure clear communication with internal and external customers, adherence to defined procedures, policies, and best practices.
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Provide prompt hands-on education to Channel Partners, System Integrators and End-users as required.
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Identify, investigate complex technical issues, and facilitate analysis for improved products quality and delightful end-user experience.
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Achieve daily goals through ticket resolutions, RMA turnaround time and provide inputs to minimize device down-time.
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Perform testing of various products and software. Utilize test data along with device’s feature description details (FDDs) in developing best practices and knowledge sharing.
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Lead in implementing policies to ensure quality, timely and efficient design of customer-oriented services.
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Auditing customer accounts to ensure accuracy of information.
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Working effectively with other teams implementing strategies to increase profitability, productivity, and overall client experience.
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Attend operations/production meetings with management and follow work schedules and other assignments.
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Improve customer service experience, create engaged customers, and facilitate organic growth.
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Take ownership of customer issues and follow problems through to resolution
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Develop and enforce clear service procedures, policies, and standards.
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Keep accurate records and document customer service actions and discussions via effective use of tools (i.e. Service Cloud, ERP, RMA process, etc.)
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Analyze statistics and compile accurate reports via ERP, Power BI and other reporting tools.
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Maintain an orderly workflow according to priorities. Exceed key results through rapid problem solving and provide feedback to other functions for product quality and new systems development.
Qualifications and Experience:
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Bachelor’s degree in electrical, Electronics or Telecommunication
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You are experienced in providing technical services and aftermarket support for hardware and software.
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Experience with agent-based software & ERP – Service Cloud, Infor Visual.
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Knowledge in electrical, mechanical field. You have advanced troubleshooting and multi-tasking skills.
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Extensive customer facing experience. You possess strong client-facing communication skills.
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Strong continuous improvement mindset, strong leadership impact.
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Experience with Salesforce.com and SharePoint.
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Demonstrated experience with Knowledge Base Management & Call Center Management.
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You have excellent knowledge of management methods and techniques. PMP, P Eng. are a plus.
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You are comfortable with access control and biometric products, software, databases, and tools
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You are aware of and able to identify the industry’s latest technology trends and applications
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You think with customers in mind and take pride in providing excellent service.
Additional Skills:
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Experienced in pre-sales technical role.
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Customer & Technical Service skills
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Process improvements, VSMs
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Strong decision-making skills
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Managing processes
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Staffing
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Planning
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Tracking budget expenses
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Analyzing information
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Developing standards
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Help desk experience

We thank every one of you who applies, however only those we choose to interview will be contacted.