Skills:
Cybersecurity, Technical Support, Cross-functional Team Leadership, Team Leadership, Customer Relationship Management, Troubleshooting,
Job Title: Technical Support Manager
Location: Dubai, UAE
Company: DC Technologies FZ LLC- Cybersecurity Reseller
Position Summary
We are looking for a proactive and skilled Technical Support Manager to join our cybersecurity reseller team in Dubai. The ideal candidate will oversee the technical support department, ensuring high-quality service delivery for our cybersecurity products and solutions. This role requires a blend of technical expertise, leadership skills, and exceptional customer service.
Key Responsibilities
- Lead and manage the technical support team to provide exceptional service to customers.
- Develop and implement support processes and procedures to streamline operations.
- Troubleshoot and resolve complex technical issues related to cybersecurity products and solutions.
- Collaborate with cross-functional teams, including sales and engineering, to ensure customer needs are met.
- Conduct training sessions for support staff to enhance their technical skills and product knowledge.
- Monitor support metrics and analyze performance data to improve service delivery and customer satisfaction.
- Create and maintain documentation for support processes, FAQs, and knowledge base articles.
- Act as a point of escalation for complex technical inquiries and provide resolution strategies.
- Stay current with emerging cybersecurity threats, technologies, and industry trends.
- Build and maintain strong customer relationships to enhance customer retention.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 5 years of experience in technical support, preferably in the cybersecurity industry.
- Strong understanding of cybersecurity concepts, products, and practices.
- Proven experience in team leadership and management.
- Excellent analytical, problem-solving, and troubleshooting skills.
- Outstanding communication and interpersonal skills to interact effectively with clients and team members.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Professional certifications in cybersecurity (e.g., CISSP, CISM, CompTIA Security+) are a plus.
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- A collaborative and innovative work environment.
- Access to leading cybersecurity technologies and resources.
