Software Technical Support / Application Support

eVision - New Cairo, Cairo

Applicants for
1 open position
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
1 open position
About the Job

Job Summary:

  • Software Technical Support or Application Support will provide software consulting services and work with clients to resolve applications and product issues.
  • Provide highly qualified resources to deploy such solutions including implementation, training, and support.
  • This position requires self-initiative, ownership, excellent listening skills, motivated to provide exceptional customer service from inception to resolution for each issue, commercial sensitivity, responsiveness, collaboration, technical support expertise, and business acumen.

Duties and Responsibilities:

  • Diagnose, research, troubleshoot and identify solutions to software issues
  • 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 software developers
  • Provide prompt and accurate feedback to clients
  • 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 articles and manuals
Job Requirements
  • Bachelor of Computer Science, Information System or Engineering preferably AUC, GUC AAST, Cairo and Ain Sahms universities or equivalent experience in a customer-focused position involving technical knowledge of a company' s products and services.
  • 1-3 years of experience in deploying software applications including implementation, support, and user training.
  • Minimum one-year banking experience preferred, Swift Alliance Access Knowledge (Routing – Configuration)
  • Familiarity with help desk software (eg. JIRA)
  • Understanding of common support metrics, available tools, and typical industry standards for excellent support
  • Strong troubleshooting, and multi-tasking skills.
  • Working continuously on a task until completion (or referral to third parties, if appropriate).
  • Practical experience in knowing the database (Installation, Configuration, and Administration (Oracle – Microsoft SQL Server))
  • Practical experience in any applications Server of (WebSphere - WebLogic - TOMCAT).
  • XML knowledge
  • Fluent in English, spoken and written French is an asset.
  • Excellent problem-solving and communication skills
About this Company

eVision is an emerging leader in IT powered reconciliation products for the financial services industry in MENA. It’s Bingo Suite® of Financial Applications are helping financial institutions to enhance their competitive advantage through

High degrees of data... (More)

See all Careers and Jobs at eVision
Signup for an employer account and Post your Jobs!