| Job Location | Baabda, Lebanon |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Recruitment & Employee Placement Agency |
| Functional Area | Not Mentioned |
Amaken is currently hiring for a regional company based in Lebanon for Technical Support Coordinator to handle enquiries, help to produce and interpret technical diagrams, plans and paperwork, drawing up delivery schedules, and dealing with project administration.Responsibilities:?????????Distribute the work and tasks between employees and team leaders.?????????Schedule shifts and align absences/holidays in the overall work plan.?????????Monitor employees? performance with customers and provide feedback.?????????Handle the calls that the employees can?t handle it and check with the department on solutions.?????????Identify, plan, and deliver full trainings needed to the employees about technical support tasks and procedures.?????????Maintain the best number of employees needed by analyzing the tasks and jobs requirement.?????????Ensure staff are effectively working with the other support functions as and when required.?????????Handle capacity planning, workforce management, scheduling of Technical Support technicians and forecasting for hiring to ensure full shifts coverage.?????????Monitor service levels on a real-time basis and ensure proper resolution in case of change.?????????Establish team direction, work priorities and staff focus providing leadership in execution.?????????Oversee the tickets for the technicians after customers encounter technical problems or upon new project installation.?????????Develop and document technical training program of new technical support staff.?????????Maintain daily/weekly/monthly reports regarding activity and status of open requests and problems and schedule the exact time frames for each project.?????????Establish and maintain systems that provide answers to common questions and problems. (Protocols of installation).?????????Communicate with other departments to follow up the customers problems and solve timely.?????????Gather and report the customers suggestions to increase the companys benefits?????????Monitor the abandoned calls and produce reports to ensure solutions are generated and suggestions are routed to the appropriate department.
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