Fuelling the business of fun.
Not just a game changer, it’s a life changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.
With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.
We have offices across the globe: USA, EMEA and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services and support anytime, anywhere.
We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.
We are looking for a Technical Support Specialist to join our team in Dubai. As a member of our Support team, you are the first point of contact for customers and as such, you form part of the team that helps customers solve issues and minimise the impact to their business. We strive to solve customer queries by providing the best customer experience with the quickest solution.
For this role, you will develop relationships and build rapport quickly with customers. In addition, you will investigate and utilise your troubleshooting skills in solving customers’ technical and nontechnical queries. For this, you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement.
Part of this role will also be to assist with the repairs and maintenance of Embed system hardware in the workplace and at customer locations and provide systems training and customer support during and after installations.
KEY RESPONSIBILITIES
- Provide first class customer service/support via telephone, email, chat, and any future channel
- Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers
- Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly
- Communicate proactively with customers using clear, professional, and effective communication
- Leverage all approved internal knowledge base to deliver up to date service to our customers
- Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released
- Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals
- Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure
- Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies
- Responsible for self-developing skills and technical knowledge on new and existing products and features
- Monitor customers' system proactively to identify and solve issues
- Comply with confidentiality and license agreements
- Remain knowledgeable of customer and partner relationships
Job Details
| Posted Date: | 2021-03-09 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Entertainment; IT Services |
Preferred Candidate
| Career Level: | Entry Level |
| Degree: | Bachelor's degree |
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