Job Description
Responsible to provide first level technical support via telephone, email or video conference call, service requests related to computer systems, hardware or software . This position requires abundance of patience and a good judgment to carefully listen to customers’ needs and problems, analyze them and ensure a timely resolution. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner and will perform related work as required. Follows up on open tickets using the ticketing system Ensures of the resolution of the problems according to SLA Studies the error reports sent by the end-users and follows up on them Performs online video conferencing with customers Checks users’ accounts in the BSS system Monitors customers’ services Generates custom reports based on managements’ requirements Helps other technical team members as required
Requirements
Bachelor degree in IT Ability to speak and write clearly and accurately Knowledge of customer service principles and practices Minimum 2 years’ experience as a technical support team member in Call Center Multi-tasking capabilities Full mastery of network concepts (TCP / IP) Being certified in Network plus Understanding Cisco Content in the CCNA Familiar with ITIL concept Having the ability to analyze problems accurately and provide the right solutions Having the ability to learn new technologies Having strong customer service communication skills Have enough knowledge in English The spirit of teamwork Availability on weekends and after work hours Must be able to sit for long periods of time Provide daily performance reports to the manager Tolerance in hard work and working pressure
Employment Type
- Full Time
Job Category
Seniority
Details
Employment type
- Full Time
Job Category
Educations
Seniority
