Customer Support Consultant Dubai

1 day ago


Dubai, United Arab Emirates Urbanise Full time

**Purpose of the position**

The role of Software Consultant is to work closely with the Global Support Manager in providing user support, and implementation services to the company’s key client base. The prime responsibility is taking the time to listen to our customers to fully understand their needs and help resolve their queries in an efficient professional and timely manner, escalating where necessary.

**Key responsibilities**

Undertake activities as directed by the Global Support Manager, including:

- manage tickets in the client and Urbanise helpdesk systems
- conduct user training within our office or at a client's premises
- document technical issues, resolutions and sharing information across the team
- assist in the development of training materials such as articles, videos etc
- ensuring professional and fast responses to customer enquiries
- national travel may be required
- assist with data migration and client implementation as required

**Your general obligations/responsibilities include**:

- Follow the instructions and directions of corporate staff such as HR, Accounts and Management regarding company policies and procedures
- Attending all staff meetings, training and other functions as directed by the Global Support Manager and Implementation Manager - UAE.
- Achieving mutually agreed key performance indicators as specified from time to time (e.g. specified support response times, client implementations and account management).

**Requirements**:

- Can understand and can provide professional, friendly, and polite customer service through a number of channels
- Proven 'Time Management' skills and ability to prioritise workload
- Proven problem solving and critical thinking skills
- Strong ability to learn things quickly, especially new software and technologies
- Previous experience in supporting Strata management software, or Facility management software (Accounting, Property management, Strata management or Works and asset Management Software experience will be held in high regard)


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