| Job Location | Amman, Jordan |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Data Hosting & Storage |
| Functional Area | Not Mentioned |
What you will be doingúÿÿÿÿÿÿHelp resolve software and technical questions for the customer efficiently and effectivelyúÿÿÿÿÿÿGather the required information necessary to triage and troubleshoot issues and questionsúÿÿÿÿÿÿManage customer expectations regarding estimated response times for issue resolutionúÿÿÿÿÿÿResolving the issues through phone, Zoom, and email communication channelsúÿÿÿÿÿÿMeet SLAs like response and resolution times by partnering within L1, L2, L3, and Critical Case teamsúÿÿÿÿÿÿExtensively research and document customer technical issuesúÿÿÿÿÿÿCollaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriateúÿÿÿÿÿÿPartner with Technical Support team members on various strategic projects when neededúÿÿÿÿÿÿOwn customer technical issues from initial report to resolution, communicating with customers regularly regarding issue statusúÿÿÿÿÿÿRun monitoring reports for usage, performance, and/or availabilityúÿÿÿÿÿÿDocument solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support teamúÿÿÿÿÿÿMonitor customer health and application alertsúÿÿÿÿÿÿAssist with customer upgrades
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