Job Description:
The Automated Support Systems Analyst in Dubai is responsible for designing, implementing, and optimizing automated solutions within the customer support environment. This includes managing chatbots, AI-driven ticketing systems, and automated workflows to enhance the efficiency of customer service operations. The analyst will work closely with IT, customer support, and product teams to analyze user interaction data, identify areas for automation, and implement tools that reduce response time while maintaining service quality.
Daily responsibilities include configuring and maintaining support automation tools, conducting performance assessments of automated systems, and adjusting logic or content based on user feedback and analytics. The analyst will also play a pivotal role in training internal teams on the use of automated systems and generating reports on system performance metrics such as resolution times, deflection rates, and customer satisfaction. In addition, this role may contribute to the development of self-service portals, interactive troubleshooting flows, and system integrations with CRM or knowledge bases.
The successful candidate should be analytical, tech-savvy, and customer-focused, capable of bridging the gap between support operations and intelligent automation.
Job Requirement:
Candidates must hold a bachelor’s degree in computer science, information systems, or a related technical field, with at least 3 years of experience working with customer service automation or IT support systems. Familiarity with AI platforms, natural language processing, and automation tools such as Zendesk, Freshdesk, or ServiceNow is essential. A strong command of data analysis, scripting (Python, JavaScript), and API integrations is preferred. Excellent problem-solving, project coordination, and documentation skills are also critical. Prior exposure to user experience design or human-computer interaction is a plus.
