Technical Support Specialist

appcorp -
Heliopolis, CairoPosted 3 years ago

124Applicants for1 open position

Job Details

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Receive end-user calls/emails.
Answer emergency and non-emergency calls and document important information. In addition, dispatch the ticket queue.
Respond to any issues and follow-up by coordinating with the appropriate departments or field units.
Identify potential problems or outages in a timely manner.
Address problems and requests by transmitting information or providing solutions.
Alerting management when necessary for high visibility and critical issues.
Maintaining documentation for all Service Desk and end-user processes and procedures.
Fielding inquiries/problems and providing updates to all users on the progress and completion of requests.
Following-up with users and technicians until the issue is resolved.
Take staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
Prioritize and manage many open cases at one time.
Establish a good working relationship with customers.
Monitor and maintain computer systems and networks.
Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
Support the roll-out of new applications.
Testing and evaluating new technology.
Submit Periodic reports on any operation done during the day.

Bachelor’s degree in Computer Science, Engineering or a related subject.
2-4 years of relevant experience in a customer-focused position involving technical knowledge of a company's products and services.
Professional written and interpersonal skills are essential when communicating with customers and clients.
Extensive experience working with different operating systems including Windows, Mac OS, and Linux.
Accept constructive criticism and customer feedback regarding their experience with software or IT services
Good understanding of computer systems, mobile devices, and other tech products.
Basic network troubleshooting is a must.
Ability to diagnose and resolve basic technical issues.
Ability to be a good listener and to really understand a customer problem or question and help them solve it.
Proficiency in English.
Females are Preferred.

Soft Skills: