Technical Support Operator
Lyve -
Heliopolis, CairoPosted 4 years ago77Applicants for1 open position
- 8Viewed
- 2In Consideration
- 0Not Selected
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