Skills And Tools:
- Provide support to clients related to technical and operational aspects of products, including troubleshooting, ticketing system updates, support case acknowledgments, provisioning activities, etc…
- Offer alternative solutions where appropriate with the objective of retaining clients’ business
- Identify and escalate priority issues per client specifications; redirect problems to appropriate resource
- Provide necessary information, observations, logs and all required support to respective resources to diagnose a reported or an escalated case
- Provide guidance to clients in the use of products.
- Improve products performance by identifying problems; recommending changes.
- Monitor and ensure compliance with service level agreements.
- Prioritize and resolve open cases
- Improve client references by writing and maintaining documentation.
- Participate in the development of client training programs by identifying learning issues
- 0-2 years exp. in Software Support
- Database Administration
- Windows/ Linux Administration is a must
- Knowledge of Java/JEE Application Servers is a plus
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