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Job Description
- Handle online chat with potential clients and guide them to appropriate products and plans.
- Using technical skills to demonstrate to potential customers the usefulness of the product or service via Online demos
- Help customers through email to ensure they are successful with our product.
- Leverage effective troubleshooting to quickly identify the source of customer issues and provide a prompt and appropriate solution.
- Ensuring deadlines and commitments for deliverable are carried out in time.
- Preparing and managing projects’ pipeline while ensuring follow up in coordination with the line manager and customers.
- Help customers troubleshoot issues they encounter and provide actionable tips to resolve the problem
- Routinely test software for bugs, redundancies, and security issues
- Conduct high-level root-cause analysis for service interruption and establish preventive measures
- Create reports and documentation outlining findings and solutions; oversee the overall backup strategy and daily operations for secure backups and restore testing Advanced Systems Troubleshooting & Configuration:
- Diagnose and troubleshoot technical issues.
- Ask customers targeted questions to quickly understand the root of the problem
- Track 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. 2nd layer of support).
- 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
Job Requirements
- Bachelor’s Degree in Computer or telecommunications engineering.
- Excellent communication and problem-solving skills.
- Python or Node.JS is a plus
- 2-4 years of experience in Technical Support or similar field.
- Very good command of English.
- Good knowledge of operation and support of routers, switches & wireless including troubleshooting Skills.
- Strong written and oral communication skills.
- Good troubleshooting skills.
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