Software Technical Support / Application Support

eVision - New Cairo, Cairo

117
Applicants for
1 open position
40
Viewed
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
Salary:
Confidential
Vacancies:
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

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