Head of Technical Support

2 weeks ago

Dubai, Dubai, United Arab Emirates ClickJobs Full time

Head of Technical Support at ProFinda ProFinda is now looking for a dedicated individual to join our team as the Head of Technical Support with 10 or more years of demonstrable experience leading a support team to help SaaS customers with general inquiries, resolving issues that require deep dives into our API and technical implementations. In this position you will: Management of a professional support team, including skills development and performance management. Operational control, shift scheduling, accountability for key performance indicators (KPIs) Ensures that all customer cases are responded to within the SLA, and in a professional manner Act as the customer escalation contact, and ensure that such escalations are addressed appropriately Manage a team of 1st and 2nd Line Support Agents, including internal employees and our outsourced team based in India. Report on KPI's and produce reports/dashboards for the Senior Management Team. Accountability for customer satisfaction Contribution to the support knowledge base Continuous improvement to the team's processes and support service delivery Hire, develop and train support team to match business requirements Work with the leadership team to drive growth and transformation initiatives What you need to be successful in the role: At least 10 years of experience in technical support within a SaaS organization, with at least 5 years in a leadership role Experience using a Support Helpdesk tool such as Jira Service Desk, Zendesk or similar. Strong knowledge of software development methodologies, tools, and frameworks Knowledge of ITIL IT Service Management principles Experience in leading and managing cross-functional teams Excellent communication, interpersonal, and leadership skills Ability to work in a fast-paced, dynamic environment Strong problem-solving and analytical skills, with a focus on attention to detail Demonstrated ability to manage budgets and resources. We offer: A competitive compensation Laptop Work remotely from home 25 holidays, plus 8 bank holidays Learning and development budget Team retreats Our Culture & Values: At ProFinda, we know that a great culture is something that develops naturally on the back of strong, clearly defined company values and leadership. This culture is what motivates and retains talented employees. Our values are true to ProFinda and are reinforced among our employees daily, translating to a culture that makes the entire team proud. We're a purpose-driven company, engaged and excited about the work we are doing. We know good ideas come from everywhere, so we work to ensure every person feels safe to take risks and think outside of the box. You will get a responsible role in an ambitious team, at the forefront of our rapid growth. We operate based on trust. We are proud of the company's autonomy and work based on flexible hours. We care about the results, not harsh deadlines.

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Dr. Job is an online platform that connects employers with skilled job seekers, facilitating the search for job opportunities and top talent. Established in 2015. Dr. Job has emerged as the UAE premier job portal, attracting thousands of job seekers every day in UAE.

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Exponential Interactive, Inc d/b/a

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Device characteristics, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Non-precise location data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, Device characteristics, Users' profiles, IP addresses, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, User-provided data, Browsing and interaction data, IP addresses

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, Device characteristics, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Probabilistic identifiers, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Device characteristics, IP addresses

Data collected and processed: Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Non-precise location data, Device characteristics, Browsing and interaction data

Data collected and processed: Device identifiers, Precise location data, IP addresses

Data collected and processed: Device identifiers, Probabilistic identifiers, User-provided data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Device characteristics, IP addresses

Data collected and processed: Device identifiers, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Device identifiers, Probabilistic identifiers, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Device characteristics, IP addresses, Privacy choices

Data collected and processed: Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Non-precise location data, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, User-provided data, Device characteristics, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Device identifiers

Data collected and processed: Users' profiles

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: IP addresses

Data collected and processed: Device identifiers, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Non-precise location data, Device characteristics, IP addresses, Privacy choices

Integral Ad Science (incorporating ADmantX)

Data collected and processed: Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Non-precise location data

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Device identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers, Precise location data, Device characteristics, IP addresses

Data collected and processed: Device identifiers, Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Device characteristics, Browsing and interaction data, Users' profiles, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Device characteristics

Data collected and processed: Non-precise location data, IP addresses

Data collected and processed: Device characteristics, IP addresses

Data collected and processed: Device identifiers, IP addresses

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Probabilistic identifiers, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Authentication-derived identifiers

Data collected and processed: Device identifiers, Non-precise location data, Probabilistic identifiers, Device characteristics, IP addresses

Data collected and processed: Device characteristics

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device characteristics

Data collected and processed: Device identifiers, User-provided data, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Adobe Audience Manager, Adobe Experience Platform

Data collected and processed: Device identifiers, Precise location data, Non-precise location data, Device characteristics, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Probabilistic identifiers, User-provided data, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Non-precise location data, User-provided data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Probabilistic identifiers, Device characteristics, Browsing and interaction data, Users' profiles, IP addresses

Data collected and processed: Device identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Non-precise location data, Users' profiles, IP addresses, Privacy choices

Data collected and processed: Device identifiers, Probabilistic identifiers, Device characteristics, Browsing and interaction data, IP addresses

Data collected and processed: Non-precise location data, IP addresses

Data collected and processed: IP addresses

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, IP addresses

Data collected and processed: Device identifiers, Non-precise location data, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices, Authentication-derived identifiers

Data collected and processed: Device identifiers

Data collected and processed: Device identifiers, Device characteristics, Browsing and interaction data, IP addresses, Privacy choices

Data collected and processed: Device characteristics, IP addresses, Privacy choices

Marketing Science Consulting Group, Inc.
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Head of Technical Support