| Job Location | Dubai, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Recruitment & Employee Placement Agency |
| Functional Area | Not Mentioned |
Our client is now recruiting for an?Advanced Technical Support Engineer ? Middle EastOverviewThe ATS Engineer job is an EMEA role, having prime responsibility for improving company?s Customers and Partners (Direct and Channel Premium Plus, Premium and Select Partners) ability to succeed with the company?s Print product portfolio (LaserJet and Page Wide products), from a technical perspective. Whilst focus will be on providing support in the country or sub-region in which based, the ATS engineer will work across the EMEA. Consistent with company?s business strategy, a specific focus is on developing and implementing ATS support strategies and processes for our Channel Partners, however, we must also continue to develop our Direct support role. The exact nature of each ATS role will reflect this required balanced approach, by geography.Scope of Responsibilities:The role is split into three distinct areas:Reactive support:The ATS Engineers primary job is to use his/her technical expertise to provide solutions to complex support issues in their specific knowledge areas. He/she will be engaged when a relevant elevation trigger, documented in the Elevation Process, has been met (eg a complex case not solvable by the Contact Centre, two failed on-site visits, customer/Partner request, Company?s management request)Specific tasks include some or all of the following:? Rapid response to Print Partners complex technical issues, both remote and on-site? Manage GBU elevation process for technical issues, focusing on rapid turn-around-time? Manage technical support request from the Customer Relationship Team (CRT). Business Escalation Team (BES), CS Management, business partners etc.? Contribute to business retention and growth by providing technical support to the sales teams (HW and Support), as requested.? Integrate technical knowledge and business understanding to create solutions for customers by collaborating with other internal functions and GBUs when necessary
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