Software Technical Support / Application Support

eVision -
New Cairo, CairoPosted 4 years ago

224Applicants for1 open position

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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

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