Technical Support Specialist

We are a Microfinance entity based in Egypt, with a remarkable presence in the market. Microfinance is a powerful tool for financial inclusion and economic development, providing access to essential financial services for individuals and small businesses. As a fast-growing and innovative sector, microfinance offers exciting career opportunities for passionate individuals. If you are interested in joining a dynamic team that is expanding, we encourage you to explore the following open position as Senior Systems Engineer.

Job Description

• Deliver exceptional support to customers through phone, email, and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc tasks.
• Work as a senior agent to drive customer satisfaction through customer support.
• Provide direct supervision of the technical support staff which may include evaluations, and disciplinary actions.
• Provide second, Third line support for both internal and external customers.
• Participates in the creation and maintenance of knowledge database content.
• Involved with the operational delivery and new product and feature releases.
• Ensure that all customer inquiries and issues are solved correctly and promptly and professionally.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Maintaining and supporting computer hardware/software periodically using the preventive maintenance plan.
• Maintain IT support system (Ticketing System, IT Asset, and IT Inventory)
• Evaluate current equipment performance and status for upgrade/replace process.
• Maintain a changelog for each systems documentation piece.