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Systems maintenance Support

1.00 to 10.00 Years   Egypt   07 Apr, 2022
Qader Solution Technology
1 Jobs Openings
Job LocationEgypt
EducationNot Mentioned
SalaryNot Mentioned
IndustryIT Services
Functional AreaNot Mentioned

Job Description

Job description As Systems maintenance Support Engineer, you will help internal and external customers whenever they need help ? by phone or email, online and on social media. No matter how complex the challenge, we rise to it. You will be responsible to answer questions about the installation, operation, configuration, customization, use of our websites, web solutions and mobile apps products and services including APIs and backend solutions. For critical matters, you have to use a secure system to provide remote diagnostic technical support. If there?s an issue with a customer?s product, we?ll analyze it, identify the cause, recommend a solution and document the problem. In addition, you will resolve complex technical issues in a fast-paced, customer critical environment, working on improving processes, standards and strategies to perfect our Support Services.You will:

  • Manage all technical support inquiries from open to closure, using different channels and received from different stakeholders.
  • Responsible for solutions maintenance, users? guidance and support including websites, web solutions, mobile apps, APIs, and other backend applications.
  • Work with development and other teams to help for any issues and inquires.
  • Resolve issues while working closely with multi-functional teams.
  • Determine priority levels while negotiating and setting expectations with customers
  • Ensure the customer is communicated with in a timely manner and treated with the highest degree of respect
  • Drive excellence through quality closures and proper escalation of issues.
  • Obtaining and evaluating all relevant data to handle complaints and inquiries.
  • Recording details of comments, inquiries, complaints, and actions taken in the CRM, help/ticketing system.
  • Provide feedback to related teams and management for improving product quality and reliability.

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