Saas Support

3 days ago

Dubai, United Arab Emirates Frontline Performance Group Full time

**WHO WE ARE**

Here at FPG we believe in the potential of people. We transform front desk operations into profit centers for the leading hospitality brands worldwide by elevating the performance of their frontline agents, while enhancing guest satisfaction, through our proprietary software IN-Gauge.

**WHO YOU ARE**

You have least four years in an Integrations, Implementation or similar roles, in a SaaS environment. You have experience with Jira, Jira Service Desk, Confluence, Trello, DocuSign, as well as experience in Technical Writing (Frameworks, Documentation) and with integration and middleware technologies such as SOAP, REST, JSON, XML, and EDI. You have experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc ) and knowledge on SQL (How to Run/Understand Queries).

**WHAT YOU WILL DO**

The IN-Gauge Support & Implementation Manager plays a fundamental role in the implementation & Support of the IN-Gauge Application. You need to understand how customer Data can be extracted from the hotel PMS (Property Management Systems) and ingested and processed in IN-Gauge. The IN-Gauge Support & Implementation Manager major focal point is to make sure IN-Gauge Support and Implementation team members adhere to the framework and taking care of customer escalations.

You will engage directly with “Clients/Brands, Service Providers and other members where Opportunities exist” as well as FPG Operations. Therefore, the ability to communicate with intelligibility is essential. To achieve success, you will implement our hybrid agile methodology, liaise daily with your team members, constantly demand help and support while always providing questions and feedback.

The Customer Support & Implementation Manager will report to the Director of Implementation and to the Director of Technical Support.

**HOW YOU WILL DO IT**

You will have access to a series of Jira tools (Confluence, Jira Service Desk, Jira Software) as a mean to provide Leadership & Control of the ING Service Desk and Customer Implementations. The day to day responsibilities are:

- Ensure all team members are adhering to the Technical Support and the Implementation frameworks
- Lead by example answering customer tickets and support customer activations
- Become an expert in PMS knowledge, documentation and challengesSolution based attitude to validate headwinds and provide recommendations
- Active participation in high volume ticket queue:

- Lead and manage implementation projects from start to finish, including planning, organizing, overseeing work flow, maintaining communication throughout the course of the project to meet customer expectations.
- Provide day-to-day direction to implementation / support teams.Manage team's performance to ensure timeliness, accuracy, compliance, and quality
- Continuously sport check tickets, detailed and accurate Validation of Tier 1 & 2 Team members
- On the spot coaching
- Weekly Report Outs on Team performance
- Monitor and analyze performance metrics to ensure that goals are being met
- Produce and manage client-facing and internal technical documentation.

**Meetings**

You are expected to lead or actively participate in the following meetings:

- Daily Stand-ups
- Discuss impediments / challenges blocking team’s work
- Project Time Line Meetings
- Process Improvement Meetings

Based on FPG needs, you will be required to actively participate in Special Projects or Task Forces.

**How is performance measured**

Timeliness:

- Monthly Implementation Run Rate
- Time to Customer Activation
- Tickets created vs tickets resolved

Quality:

- CSAT
- Customer Churn Rate
- Number of issues reported during the first four weeks after implementation

Effectiveness:

- spending time and resources appropriately
- Reporting Accuracy
- Avoiding Technical debts
- Scalability and flexibility of the data integration solutions provided

**DESIRED SKILLS AND EXPERIENCE**
- Bachelors degree in Computer Science or related field, Technical Sales or equivalent experience
- At least four years in an Integrations, Implementation or similar roles
- Experience with implementation in a SAAS environment
- Experience with Jira, Jira Service Desk, Confluence, Trello, DocuSign
- Experience in Technical Writing (Frameworks, Documentation)
- Experience with integration and middleware technologies such as SOAP, REST, JSON, XML, and EDI
- Excellent verbal and written communication skills (English)
- Excellent interpersonal and customer service skills
- Excellent time management skills
- Strong analytical and problem-solving skills
- Technical understanding and mindset with Software Systems
- Ability to prioritize tasks and delegate
- Mindset to explain technical issues to technical and non technical customers and employees
- Experience with Data Visualization Tools (AWS Insight, sqlWorkbench etc )Knowledge on SQL (How to Run/Understand Queries)
- Able to multi-task and perform in a fast-paced environment
- Excellent time management

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