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Technical Support Operator

Lyve
Heliopolis, Cairo
Posted 4 years ago
77Applicants for1 open position
  • 8Viewed
  • 2In Consideration
  • 0Not Selected
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Job Details

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Job Description

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain healthy relationships with clients

Job Requirements

  • Preferred Proven work experience as a Technical Support or a similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of applications, computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • University degree in any relevant field
  • Additional certification is a plus

 

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