| Job Location | Amman, Jordan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Data Hosting & Storage |
| Functional Area | Not Mentioned |
What you will be doingúHelp resolve software and technical questions for the customer efficiently and effectivelyúGather the required information necessary to triage and troubleshoot issues and questionsúManage customer expectations regarding estimated response times for issue resolutionúResolving the issues through phone, Zoom, and email communication channelsúMeet SLAs like response and resolution times by partnering within L1, L2, L3, and Critical Case teamsúExtensively research and document customer technical issuesúCollaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriateúPartner with Technical Support team members on various strategic projects when neededúOwn customer technical issues from initial report to resolution, communicating with customers regularly regarding issue statusúRun monitoring reports for usage, performance, and/or availabilityúDocument solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support teamúMonitor customer health and application alertsúAssist with customer upgrades
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