Technical Support Specialist

2 months ago


Dammam, Eastern Province, Saudi Arabia Merge Recruitment Agency Full time
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team at Merge Recruitment Agency.

Key Responsibilities:
  1. Evaluate and Escalate Technical Issues: Analyze and resolve technical problems, escalating complex issues to the supplier technical team as needed.
  2. Product Quality Assurance: Identify and report product quality issues to the Supplier Technical Support team, ensuring prompt resolution.
  3. Technical Assessment and Training: Conduct technical assessments for technicians and customer care teams, providing feedback and guidance to improve performance.
  4. Staff Performance Evaluation: Regularly evaluate staff KPIs, identifying areas for improvement and implementing corrective actions.
  5. Operational Audits: Conduct operational audits to ensure compliance with technical standards and procedures.
  6. ESD Setup and Maintenance: Establish and maintain ESD (Electrostatic Discharge) setups, ensuring a safe working environment.
  7. Technical Training and Development: Design and implement technical training programs for service center staff, enhancing their skills and knowledge.
  8. Monthly Technical Quizzes: Develop and administer monthly technical quizzes, providing feedback and guidance to improve performance.
  9. Technical Materials and Communication: Download and disseminate the latest technical materials to service center staff, ensuring they are informed and up-to-date.
  10. Technical Audits and Assessments: Conduct technical audits and assessments to identify areas for improvement and ensure compliance with technical standards.
  11. Service Launch Support: Support the launch of new services, including testing, creating service packages, developing training materials, and ensuring technical readiness.
  12. Service Standard Operating Processes: Ensure the implementation of service standard operating processes across all service locations, identifying areas for improvement and reporting findings to concerned unit managers.
  13. Technical Team KPIs: Lead weekly and monthly assessments of technical team KPIs, highlighting gaps and opportunities for improvement.
  14. Training Plans and Vendor Requirements: Develop and implement monthly and quarterly training plans for service teams, enhancing their technical skills and service processes. Additionally, develop and implement vendor technical requirements for services-authorization and service-level agreements.


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