Project Manage Technical Support

Role Description This part-time hybrid role as Project Manager Technical Support at Shenzhen Hongdingye Metal Co., Ltd. is based in Dubai, with a mix of on-site work and approved work-from-home arrangements. The role focuses on coordinating technical support activities for metal products and solutions, managing customer support projects from initiation through resolution, and ensuring timely follow-up on all service requests. Daily responsibilities include handling escalated technical inquiries, diagnosing and troubleshooting product or application issues, and collaborating with engineering, sales, and operations teams to deliver effective solutions. The Project Manager Technical Support will maintain accurate documentation of cases, track project timelines and milestones, monitor service performance metrics, and recommend improvements to processes and customer experience. The role also involves preparing status reports, supporting training for internal teams on common technical issues, and promoting best practices in customer communication and service delivery.Qualifications Strong customer service and customer satisfaction skills, with a focus on building long-term, trust-based relationships.Hands-on experience in technical support and troubleshooting, preferably within industrial, manufacturing, or metal-related products.Background in customer support operations, including case management, follow-up, and issue resolution.Excellent communication skills in English (written and verbal), with the ability to explain technical concepts clearly to non-technical stakeholders.Organizational and project management abilities, including task prioritization, timeline tracking, and coordination across teams.Comfort working in a hybrid environment in Dubai, with the discipline to manage part-time responsibilities both on-site and remotely.Proficiency with common office and ticketing tools (e.g., CRM systems, help desk platforms, spreadsheets, and documentation tools).Relevant education in engineering, information technology, business, or a related field; equivalent practical experience is also valued.Experience in B2B environments or industrial sectors is an advantage, along with a strong commitment to continuous learning and process improvement.