IT Customer Support Associate

Pillars -
Cairo, EgyptPosted 5 years ago

88Applicants for1 open position

Job Details

Experience Needed:

Career Level:

Education Level:

Salary:

Job Categories:

Technical Support

Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required
Provide support, including procedural documentation and relevant reports
Support the roll-out of new applications or new versions of current applications
Report any issues the clients face to development through the correct channels
Send technical documentation to customers who have lost or misplaced theirs
Prioritize and manage many open cases at one time
Respond within agreed time limits to tickets
Adhere to pre-acknowledged SLAs

Customer Experience

Set up new users' accounts and manage the admission of new clients
Rapidly establish a good working relationship with customers and other professionals, such as software developers
Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
Make recommendations to customers based on their needs

Training & Hardware Installation

Walk customers through the process of installing the software on their machines and starting up the program for the first time
Assume remote control over customers’ computers when necessary to resolve problems
Maximizes use of hardware and software by training users; interpreting instructions; answering questions.

Requirements:

Junior level - Fresh graduate to 2 years (maximum) experience.
Information Technology background or any related field.
A car is a must.
High-level IT networking knowledge and understanding.
Excellent command of written and spoken English.
Excellent interpersonal and customer care skills.
Ability to approach and resolve customer requests and issues in a structured and simple manner.
Ability to analyze and report data and findings.
Ability to write and maintain documents contributing to support knowledge base.
Ability to provide training to new and existing customers.
Familiarity with ITIL standard is a plus