Baghdad · Full-time
Mar 31, 2026
Seeking a Business Support Team Leader in Baghdad for an evening shift. Responsibilities include managing tickets, resolving technical issues, and supervising a team to ensure efficient customer support.
Job Title: Business Support Team leader Location: Baghdad Type: Evening Shift ( 4 pm - 12 am) Duties and Responsibilities: 1. Ticket Management: Receiving, creations, categorizing, prioritizing, solving and assigning tickets to relevant teams or specialists. 2. Issue Resolution: Troubleshooting and resolving technical issues, providing clear solutions and explanations to customers. 3. Communication: Keeping requesters informed about tickets status, estimated resolution times (SLA), and progress updates. 4. Documentation: Maintaining accurate records of customer interactions, solutions, and feedback. 5. Follow-up: Ensuring customer issues are fully resolved and gathering feedback received through all communication channels to improve services. 6. Development: Continuous development to reduce the time required to resolve issues and tickets received by the work team. 7. Adding new ticket types: If new cases arise, their workflow must be defined for creation on the CRM Tickets. 8. Managing the business support team: He supervises in addition to his own duties. 9. Team Training: Focusing on training the team to solve and execute the tasks required by them according to the SLA and in the correct ways. 10. Reports: Issuing the required daily, weekly, periodically reports that are required by the nature of the work and its needs. 11. Managing and arranging the relationship with all parties involved. Qualifications and Skills: 1. Familiarity with payment systems, software, and technology. 2. Clear, concise, and empathetic communication with customers. 3. Ability to troubleshoot and resolve complex technical issues. 4. Prioritizing tasks, managing multiple tickets, and meeting deadlines. 5. Advanced proficiency in Microsoft office Please send your resume to [email protected] and mention "Business Support Team leader " in the subject
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Technical / Hard Skills
Soft Skills
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