Support Engineer

Youxel -
Maadi, CairoPosted 5 years ago

115Applicants for1 open position

Job Details

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Responsibilities

Research and identify solutions for software issues
Diagnose and troubleshoot technical issues, including bugs , account issues etc…
Ask customers targeted questions to quickly understand the root of the problem and classify the problem to which support level (L1,L2,L3)
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue (SLA should be managed as well)
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 systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals

Requirements

Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues from Mobile apps or web applications
Familiarity with remote desktop applications and help desk software (eg. Zendesk)
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
BS degree in Information Technology, Computer Science or relevant field