Care Operation Technician

Oman Investment Authority

JOB PURPOSE

To ensure the delivery of high-quality Level 2 (L2) technical support for customers by resolving complex hardware and software issues, mentoring frontline support staff, and enhancing service reliability and efficiency. The role contributes directly to customer satisfaction, reduces repeat incidents, and ensures operational excellence through process adherence, technical documentation, and collaboration with internal and external stakeholders.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

• Deliver timely and accurate L2 technical support by diagnosing and resolving advanced hardware and software issues.
• Coordinate with L1 support teams to validate escalated cases and provide resolutions that prevent recurrence.
• Conduct root cause analysis for recurring incidents and recommend long-term fixes to improve service stability.
• Mentor and coach junior technicians and new hires on troubleshooting techniques, tools usage, and customer handling.
• Ensure knowledge transfer by documenting resolutions, workflows, and troubleshooting guides in the central knowledge base.
• Monitor daily operational metrics (e.g., response time, resolution rate, repeat incidents) and identify areas for improvement.
• Perform quality control checks on field technician reports, service records, and repair outcomes.
• Escalate unresolved or systemic issues to Product, Engineering, or Quality teams with detailed diagnostic logs and user impact summaries.
• Manage stock levels of spare parts and tools, and coordinate with the inventory team to prevent shortages.
• Collaborate with the logistics team to ensure timely delivery and collection of devices, tools, and replacement parts.
• Support in piloting new product rollouts by providing technical feedback during testing and early deployment.
• Analyze customer feedback and service data to identify trends and suggest service process improvements.
• Ensure compliance with safety, security, and data privacy standards during all service interventions.
• Contribute to service improvement meetings by sharing insights, recurring challenges, and frontline feedback.
• Maintain up-to-date knowledge of company products, services, and software updates relevant to customer support.
• Act as a technical liaison between customer care, product operations, and quality assurance teams.

JOB REQUIREMENTS

Qualifications and Experience:

• Diploma degree in computer engineering, Electronics, or related field
• 0-2 years of experience in technical customer support or repair services

Key Skills and Competencies:

• Strong diagnostic and problem-solving skills
• Ability to train and guide technical teams
• Knowledge of hardware tools and testing equipment
• Familiarity with ticketing systems and documentation
• Attention to detail and process adherence