- Manage a team including tasks such as recruiting, hiring, training, and coaching
- Maintain KPI’s and develop regular reports to measure and improve team effectiveness
- Assist in improving customer satisfaction by providing a wide range of support for customers
- Serve as an escalation point for technical customer issues
- Build processes to keep customers informed of how and when issues are resolved
- Maintain a high level of customer satisfaction in all customer-facing projects and tickets
- Maintain rapport with customers through candid dialogue and continuous improvement
- Perform technical training for customers and internal staff as needed
- Solicit feedback from customers on the performance of the customer care department
- Track the progress of projects and tickets with detailed notes in the ticketing System)
- Work with software engineering and development on system issues
- Ensure successful delivery and installation of new software releases
4 + years of work experience in managing a customer service or support team that supports complex software suites in on-premise and hosted/cloud environmentsTechnical Support experience in enterprise applications and relational databasesExperience with case management software and processesExperience communicating with and managing customers at various levels of technical and non-technical depthExperience in ERP and CRM Applications Skilled at collaborating across departments to resolve customer issuesA working knowledge of the Agile / Scrum software development methodologyExcellent communication and presentation skills (written and verbal)Bachelor’s degree in Computer science, preferably information technology-relatedAsset management domain knowledge and/or experience working with state and local governmentsLeadership skills.Soft skills.English and Arabic Fluent .