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. 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 Specialists report to the Directory of Infrastructure & Technical Support.
HOW YOU WILL DO IT
The Technical Support Specialists have access to our proprietary software IN-Gauge, Jira Service Desk and Customer Data. Our objective is to validate each customers request, attain a root cause analysis and solve the customer challenges as timely and efficiently as possible. Our Technical Support Specialists support and operate an RCA methodology while driving continuous improvement through knowledge and continuous improvement. RCA is a competency based on your product knowledge of IN-Gauge and the data lifecycle
Meetings
The Technical Support Specialists are expected to lead or actively participate in the following meetings:
Based on FPG needs, the Technical Support Specialist will be required to actively participate in Special Projects or Task Forces.
How is performance measured
DESIRED SKILLS AND EXPERIENCE
Highly Preferred
COMPENSATION AND BENEFITS
Compensation: AED 8,000-10,000
Benefits effective date 1st day of the month following date of hire:
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