Software Technical Support / Application Support
eVision -
New Cairo, CairoPosted 4 years ago224Applicants for1 open position
- 41Viewed
- 0In Consideration
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Job Details
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Job Description
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