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Job Description
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and relevant questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Job Requirements
- Bachelor’s degree in IT or Computer Science.
- 2-4 years of experience in a similar role and in customer service
- Excellent communication skills and telephone manner.
- Good command of English is a must.
- Customer oriented, customer service background.
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