Frontline Performance Group Hiring for Technical Support & Implementation Specialist Job at Dubai 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 are genuinely excited by new technologies, have a constant appetite for something new and a passion for data. You have 4+ years of experience in Technical Support Role with Application Support as the primary focus or proven experience working as a Software Implementation Specialist in a SaaS environment or similar role. You are proficient in the use of application (especially SAAS based) support, data management systems as well as being able to work well as part of a team. You have a healthy sense of urgency and are able to visualize and track ticketing queues and project timelines in real time. You can demonstrate sound technical knowledge as well as exceptional analytical, communication, and customer service skills.

WHAT YOU WILL DO
You will play a fundamental role in delivery customer fulfilment to the “end users” of our proprietary software IN-Gauge and to our entire tech infrastructure. You will engage directly with “technical and non-technical customers” as well as FPG Team Members and therefor the ability to communicate with intelligibility is essential. Working with customers is a major focal point. However, you will also work closely with internal teams such as: Sales, Operations, Customer Implementation, Data Engineering. 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 Technical Support & Implementation Specialists report to the Directory of Infrastructure & Technical Support.

HOW YOU WILL DO IT
IN-Gauge Technical Support & Implementation Specialists have access to IN-Gauge, Jira Service Desk and Customer Data.

Technical Support:

• Validate each ticket submitted to attain complete comprehension of root cause analysis.
• Recognize trends and patterns through ticketing and foresee future challenges while responding to technical actions and planning to minimize risks.
• Reproduce errors and validate bugs before escalation
• You will support and use our knowledge base to educate yourself our customers and submitting KB documentation request when required
• Recognize and escalation major challenges when required
• Continue to educate yourself on our product and data lifecycle.
• Escalate your require training
• Provide technical support via telephone, email to external and internal customers.
• Collaborate with your teammates and co-ordinate working sessions when requested
• Adhere to our SLAs and maintain ticketing que

Implementation:

• Meet with new clients to configure and extract IN-Gauge required data points and agree data rules.
• Ensure IN-Gauge is configured for the customer as per requirements
• Communicate with clients and internal FPG teams, throughout the Customer Activation process to obtain feedback and approval with the objective of accelerating time to activation in ING.

Meetings

The Technical & Implementation Support Specialists are expected to lead or actively participate in the following meetings:

• Daily Stand-ups (internal)
• Synchronize team’s work
  • Discuss impediments / challenges blocking team’s work Production Related Issues
  • Change/Feature Requests
• Data Discovery / Report Configuration (external)

Based on FPG needs, the Technical Support Specialist will be required to actively participate in Special Projects or Task Forces.

How is performance measured

• Compliance to Framework
• Time of Created Ticket vs. Resolved
• Tickets Created vs Tickets Resolved MoM
• Time of Tickets in Open State
• Validation, Resolution Accuracy of Tickets
• Number of KB articles Created
• Number of Customer Focus Sessions
• Number of Customer Activations
• Average Time to Customer Activation
• Number of Escalations and issues reported during the first four weeks after launch

DESIRED SKILLS AND EXPERIENCE

• Bachelors degree in Computer Science or related field, or equivalent experience
• 4+ years in Technical Support Role with Application Support as the primary focus or proven experience working as a Software Implementation Specialist in a SaaS environment or similar role
• 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
• Proficient with Jira Service Desk, Confluence
• 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)
• Experience with S3, Windows Remote Desktop, Linux, AWS Transfer Family (or SFTP
• Models) Functionality
• Able to multi-task and perform in a fast-paced environment
• Proficient in MS Office suite of applications
• Excellent time management capabilities

Highly Preferred

• Experience supporting SaaS applications
• Domain knowledge Data Visitation, Manipulation
• Technical Knowledge of Windows Server 2016+, AWS Cloud Services (S3, Ec2)
• Familiarity with Data Extraction, Data Processing and Data Analysis
• Understanding of Data Modeling

COMPENSATION AND BENEFITS