Manar Adel

Technical Support EngineerFull Time

• Job Details:· Research and identify solutions to software issues · Diagnose and troubleshoot technical issues, including account setup and network configuration · Ask customers targeted questions to quickly understand the root of the problem 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 appropriate internal teams. · Refer to internal database or external resources to provide accurate tech solutions · Follow up with clients to ensure their IT systems are fully functional after troubleshooting · Document technical knowledge in the form of notes and manuals · Dealing with our Customer Relationship Management tool (CRM) and handling the mail box.