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Job Details
ShopperTrak – What do we do?
ShopperTrak provides retailers of all sizes with the technology to accurately count visitors using. This in combination with other metrics allows retailers to see the complete picture of how shoppers are behaving in stores and shopping malls.
What you will do
The Support Analyst is a key role directly reporting to Operations Manager of Middle East and Africa region. The role is based in Dubai and be responsible for providing dedicated customer support services to all ShopperTrak clients handled by the Middle East regional team. Duties will include monitoring, updating and communication of cases to continuously improve ShopperTrak’s service delivery performance.
As a member of the MEA Operations team, you will work within a vibrant environment that provides a platform for you to be the part of successful team providing day to day support across the MEA region.
How you will do it
As a Support Analyst you will be using your expertise to provide remote diagnosis resolutions for day to day issues raised via support cases through ShopperTrak’s core business systems. It’s crucial that these cases are managed in a timely manner and all customer information is kept updated. Where on-site work is required then you will collaborate closely with third party, support vendors, ensuring they are engaged appropriately.
You will be supporting the MEA Operations team in maintaining the inventory of all PC’s and associated peripherals, local servers and network installations to maintain service standards. You will take part and supply in new projects and initiatives at regional/global level, and assist management in developing long-term strategies to meet future desktop hardware needs, provide suggestions to improve technical and procedural requirements for maintaining the PC environment.
You are a bold communicator, Self-motivated, hard-working, and have positive attitude which will help to setup the best IT service across the region.
What we look for
Required
Minimum 2 years of experience working in a support role with proven experience in Hardware troubleshooting and fault finding.
Strong Customer Service orientation
An awareness of networking e.g TCP/IP, DNS and DHCP
Analytical and problem solver with keen attention to detail
Excellent verbal and written communication skills
Proficient language skills in English
Preferred
Familiarity with the retail sector is helpful.
Who we are
At Johnson Controls, we’re crafting the future to build a world that’s safe, comfortable and sustainable. Our global team crafts innovative, coordinated solutions to make cities more connected, buildings more intelligent and vehicles more efficient. We are passionate about improving the way the world lives, works and plays. The future requires aggressive ideas, an ambitious mind-set and teamwork across boundaries. You need a career passionate about tomorrow. Tomorrow needs you.
