Location: Based in Dubai, UAE
Hybrid position (work from office and home)
Role description:
To manage all Middle East regional technical support requests in accordance to respective client specific entitlements
Responsibilities:
- Provide second level support to customers, internal staff and channel partners in order to have continuous service
- Allocate service requests within the team
- Prioritize and resolve service requests according to customer-specific SLAs
- Conduct data or report investigations to determine whether reported issues are caused by MiX software/hardware or related to driver behavior or vehicle related problems
- Troubleshoot system or user related errors, and provide feedback on resolution
- Extract information and reports from the system to draft accident investigation reports
- Conduct new database configurations or requested modifications
- Create and provide technical support guides and documentation for customers, internal staff and channel partners
- Conduct demos and training for customers, internal staff and channel partners on MiX Fleet Manager and value-added services
- Learn new software and other role relevant applications as they are required and released
- Assist with User Acceptance Testing for new releases
- Liaise and assist the first level support team with the region’s specific processes and requests
- Liaise with Head Office team for third level support
Experience and Qualifications:
- Bachelor’s degree in engineering or Computer Science/IT
- Language Fluency: English Verbal and Written (mandatory)
- Additional languages: Hindi or Arabic are optional
- Superior understanding of computer software systems Proficient with Microsoft Office or related software
Soft skills and Personality Traits
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills
- Excellent time management skills
- Ability to prioritize tasks Self-learning skills
What's in it for you:
At MiX we move the world forward everyday by connecting and protecting global fleets, creating safer roads and a cleaner planet.
MiX is where some of the world’s smartest, most passionate and dedicated people create the world’s most innovative products. We are the very best at what we do.
We are committed to providing a healthy work-life balance, embrace diversity and we believe in each other, supporting one another, working collaboratively towards a common goal.
We aspire to create an environment where we celebrate wins for each other and ultimately for the Company.
We offer our teams Flexible working according to our policy, in some cases full remote working in line with the operational requirements is possible. We trust our team members to get the work done.
We offer above-market salaries because our team members are unique and deserve to be recognized as such.
All of which contributes to our success; we believe in what we do and it's what continues to drive us forward everyday.
When you join MiX, you’re joining a global organisation spanning 120 countries with more than 750,000 connected vehicles running on our technology.