16 IT jobs in Dubai

Customer Service Representative

The American University in the Emirates is seeking a highly skilled Customer Service Representative who will handle inquiries, complaints, and concerns with professionalism and efficiency. The successful candidate will possess excellent communication skills, both written and verbal, and be able to empathize with students' challenges. This role requires active listening, problem-solving, and effective time management skills.

• Bachelor's degree from an accredited university
• 1-3 years of experience in customer service or a related field
• Call center training or experience is preferred
• Must be bilingual (speaks English and Arabic fluently)

Job Responsibilities:

1. Respond to inquiries and concerns promptly and professionally, ensuring each interaction is positive and solution-focused.
2. Investigate, research, and resolve issues through the computer systems, ensuring accurate and efficient solutions.
3. Appropriately transfer calls to relevant departments or staff when necessary, ensuring a seamless experience.
4. Ensure that unresolved issues are followed up in a timely manner until fully resolved, keeping callers informed throughout the process.
5. Maintain detailed and accurate records of interactions, including call logs, reports, and resolutions.
6. Recognize recurring issues and provide insights to supervisors on potential improvements or common concerns.
7. Perform any other tasks as assigned by the supervisor to support the smooth operation of the call center and university initiatives.

About Us:

The American University in the Emirates is a higher education institution committed to providing a world-class education. Our university offers a range of programs across various colleges, including business, education, design, and more. We are accredited by SACSCOC and CAA, ensuring the quality of our programs. Our graduates are equipped with the skills and knowledge to succeed in their careers.

Job Overview:

A technical support professional provides assistance to users through various communication channels.

Troubleshooting and Maintenance:

Identifying and resolving technical issues with hardware and software ensures the smooth operation of IT systems.

Documentation and Escalation:

Maintaining accurate records of issues and resolutions is crucial for escalating complex problems to higher-level technical teams as needed.

User Training and Guidance:

Educating users on effective IT resource utilization and software application usage is essential.

Compliance and Security:

Ensuring adherence to organizational policies and industry standards, including security protocols, is a key responsibility.

Requirements:

• Minimum 2 years of experience in similar roles
• Educational background: Associate degree in information technology, computer science, or related field; some positions may require a bachelor's degree
• Technical skills: Knowledge of computer systems, networks, and common software applications; familiarity with Windows, macOS, Linux, and other operating systems
• Problem-solving abilities: Diagnosing and resolving technical issues efficiently
• Communication skills (English): Strong verbal and written communication skills for explaining complex IT concepts
• Customer service orientation: Friendly and patient demeanor for dealing with frustrated users
• Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or ITIL V4 Foundation beneficial

Role Overview:

As a Service Support Specialist, you will play a vital role in supporting and coordinating service activities within the ME aftersales department for customers. You will be responsible for managing customer requests from identification to closure, ensuring timely and effective resolution of issues.

1. Manage customer requests by identifying needs and ensuring timely closure of files.
2. Establish quotations for service visits and process orders on LN systems.
3. Log and maintain tickets on Zendesk within required SLAs.
4. Organize service visits, ensure spares are on site, confirm visits with customers, and establish follow-up spares.
5. Handle repairs or warranty issues and liaise with relevant teams.
6. Answer phone calls and emails politely within agreed timeframes.
7. Establish credit notes for parts returns.
8. Support workloads and serve as backup for Administrator and Spares Coordinator when absent.

Key Skills and Qualifications:

• Highly organized with excellent planning skills and strong attention to detail.
• Confident using IT systems and demonstrating effective problem-solving abilities.
• Proven experience in a similar role, ideally with background in customer service or B2B client support.
• Exceptional communication skills, both written and verbal, and ability to build positive relationships.
• Self-motivated, proactive, and strong team player with a positive attitude and commitment to high-quality results.

What We Offer:

A collaborative and dynamic work environment that values teamwork, innovation, and continuous improvement.

Additional Information:

Applications should be submitted in a timely manner to ensure consideration for this opportunity.

Our ideal candidate will have excellent communication skills and the ability to build rapport with customers.

• Respond to customer inquiries in a timely and professional manner.
• Address customer complaints and resolve issues to their satisfaction.
• Maintain accurate customer records and documentation.

• Strong verbal and written communication skills.
• Ability to work in a fast-paced environment.
• High levels of patience, empathy, and a customer-centric approach.

The successful candidate will be able to work effectively as part of a team to deliver exceptional customer service.

A Customer Service Liaison Position

As a key member of our customer-facing team, the successful candidate will provide exceptional support and guidance to customers through various communication channels.

The ideal candidate will possess excellent interpersonal and problem-solving skills, with the ability to adapt to diverse situations and resolve complex issues efficiently.

• Respond to customer inquiries in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints or concerns promptly and fairly.
• Maintain detailed records of customer interactions and transactions.

• High school diploma or equivalent required; bachelor's degree preferred.
• Proven experience in a customer service role is highly valued.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in Microsoft Office and CRM systems.
• Fluency in English; Arabic or other language skills are a plus.

We offer a competitive salary, visa and medical insurance, paid annual leave and public holidays, training and career development opportunities, and a positive and multicultural work environment.

As a technical support specialist, you will provide end-to-end technical assistance to ensure timely resolution of hardware, software, and network issues.

• Identify and troubleshoot complex technical problems
• Develop and implement effective solutions to resolve technical issues
• Collaborate with cross-functional teams to ensure seamless technical support

• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment
• Proficiency in troubleshooting and technical support tools

• A competitive salary and benefits package
• Ongoing training and professional development opportunities
• A collaborative and dynamic work environment

As a critical member of our IT infrastructure support team, you will play a key role in monitoring and providing timely support to ensure optimal system performance on a 24x7 basis.

The ideal candidate will possess a strong understanding of monitoring tools (SolarWinds Manage Engine) and IT service management tools, as well as experience in analyzing performance reports for various systems. They should also be familiar with operating system and patch management, network systems, telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage backup, and core applications.

• Timely response to all incidents, requests outages, and performance alerts
• Categorize issues for escalation to appropriate technical teams
• Report preparation based on customer requirements
• Identify and prioritize incidents in accordance with business needs, organizational policies, and operational impact

The successful candidate will demonstrate excellent written, verbal, and interpersonal skills, with a strong focus on customer communication. They should be comfortable working day/night shifts and have experience supporting multiple technical teams in high-uptime environments.

Dubai Career Level: Mid Career (2+ years of experience)
Education: Bachelor's Degree
Full time 1 week ago

Positions: 1
No. of Application: 0
Job Views: 0

The job holder will be primarily responsible for coordinating & assisting Tradesman/workers for carrying out periodic site/maintenance work progress in all day-to-day activities, ensuring all technical works in accordance with specification and the project management manual. First line manager of staff from all disciplines employed on contracts.

• Provide a friendly and professional point of contact for customers for any queries or concerns.
• Handle incoming calls and manage outgoing calls as required.
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• Completing administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to service requirement tasks, payroll, general admin etc.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and ensure that required information is returned in a timely manner.
• Respond to queries, amend data, and re-issue tasks as required.
• Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes.
• Carry out monitoring of CAFM (MRI /Maximo/MS Dynamics) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's.

• Graduate Diploma/ITI with 8 years' Experience in the FM field.
• At least 4 year's experience in a helpdesk role.
• Good Knowledge of all elements of FM services both Hard and Soft.
• Fluency in English and Arabic and additional Language is a plus.

The Service Desk Analyst plays a pivotal role in maintaining IT service excellence, ensuring adherence to service level agreements (SLAs), and enhancing the end-user experience.

This position involves providing first-line technical support to end users across the group, troubleshooting IT-related issues, responding to service requests, and resolving incidents in a timely and efficient manner.

• Act as the primary point of contact for all IT service desk inquiries via phone, email, chat, or ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and business applications.
• Escalate complex technical issues to higher-level support teams as per the escalation procedures.
• Log all service requests, incidents, and resolutions in the IT Service Management (ITSM) tool.
• Provide remote and on-site support to employees as needed.
• Ensure timely resolution of service requests and incidents within agreed SLAs.
• Track and update tickets with accurate progress notes and resolutions.
• Follow best practices for incident, problem, and change management.
• Assist in root cause analysis for recurring issues and work with relevant teams to implement permanent fixes.
• Communicate effectively with users regarding their IT issues, ensuring they are updated on resolution timelines.

• A minimum of 1-3 years of experience in an IT support, service desk, or helpdesk role.
• Experience working in a structured IT environment following established processes is preferred.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Certifications in Microsoft, CompTIA (A+, Network+), or other relevant IT service management areas are advantageous.

Maintain a high level of technical knowledge and stay up-to-date with the latest IT technologies, best practices, and industry trends.