Application Technical Support Engineer

Capiter -
Cairo, EgyptPosted 4 years ago

111Applicants for1 open position

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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

2-3 years of experience in working with software applications including implementation, support, and user training.
Familiarity with help desk software (eg. JIRA)
Understanding of common support metrics, available tools, and typical industry standards for excellent support
Strong troubleshooting skills.
Solid SQL knowledge
Practical experience in REST communications.
Fluent in English
Excellent problem-solving and communication skills - NoSQL knowledge is a Plus