Job Description
Welcome to Apex Global Solutions, a premier provider of world-class Business Process Outsourcing (BPO) and Technical Support services. We are currently seeking a highly skilled and empathetic Senior Technical Support Representative to join our elite team in Dubai.
As a pivotal member of our support operations, you will be responsible for delivering top-tier technical assistance to a global clientele. We pride ourselves on our modern work environment, competitive compensation, and clear pathways for professional growth. If you are passionate about technology and customer excellence, we want to hear from you.
Responsibilities
- Resolve complex technical inquiries via phone, email, and live chat with high empathy and efficiency.
- Diagnose and troubleshoot hardware, software, and network issues for end-users.
- Manage and prioritize a high volume of support tickets while strictly adhering to SLAs.
- Document all interactions and resolutions accurately in our CRM system.
- Escalate unresolved issues to senior engineers or L2/L3 support teams.
- Collaborate with cross-functional teams to improve product knowledge and support processes.
- Maintain a professional demeanor and patience during high-pressure situations.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (preferred).
- Proven experience (2+ years) in a Technical Support or BPO environment.
- Excellent command of the English language (written and verbal) with a neutral accent.
- Strong troubleshooting skills with a deep understanding of Windows, macOS, and mobile operating systems.
- Ability to work in a rotating shift schedule, including weekends and holidays.
- Customer-centric mindset with a focus on delivering exceptional service experiences.
- Proficiency in using CRM software (e.g., Zendesk, Salesforce, Freshdesk).