Job Department: Accounts Handling
Summary:
The customer support is the main contact with customers after the project launch and throughout the testing, debugging, warranty and service periods. Through the ticketing system, phone, e-mail, and meetings, the customer support person should be able to understand the issue, conduct troubleshooting, give product orientation, resolve financial and pricing issues, and redirect issues to the proper technical personnel.
The customer support is the main contact with customers after the project launch and throughout the testing, debugging, warranty and service periods. Through the ticketing system, phone, e-mail, and meetings, the customer support person should be able to understand the issue, conduct troubleshooting, give product orientation, resolve financial and pricing issues, and redirect issues to the proper technical personnel.
Duties and responsibilities:
- Respond to customer requests and follow-up on customer inquiries not immediately resolved.
- Provide customers with product and service information.
- Identify, research, and resolve customer issues.
- Complete call logs and reports.
- Recommend process improvements.
- Provides advanced technical assistance, support, and troubleshooting in the resolution of system communications
failures and conflicts.
- Maintains a broad knowledge of state-of-the-art technology, equipment, and systems; participates in professional
development activities as appropriate.
- Recording of information on the technical support database.
- Analysis of information on the technical support database.
- Any other tasks required by the management.
- Respond to customer requests and follow-up on customer inquiries not immediately resolved.
- Provide customers with product and service information.
- Identify, research, and resolve customer issues.
- Complete call logs and reports.
- Recommend process improvements.
- Provides advanced technical assistance, support, and troubleshooting in the resolution of system communications
failures and conflicts.
- Maintains a broad knowledge of state-of-the-art technology, equipment, and systems; participates in professional
development activities as appropriate.
- Recording of information on the technical support database.
- Analysis of information on the technical support database.
- Any other tasks required by the management.
KNOWLEDGE AND SKILL REQUIREMENTS
-Excellent Analytical skills
-Excellent communication skills
-Good understanding ofinternet technologies.
-Presentation Skills
-Able to work as part of a team and on own
-Adaptable and flexible
-Creative in problem solving
-Customer service minded
-Excellent Analytical skills
-Excellent communication skills
-Good understanding ofinternet technologies.
-Presentation Skills
-Able to work as part of a team and on own
-Adaptable and flexible
-Creative in problem solving
-Customer service minded
Language:
- English and Arabic
- English and Arabic
Computer Skills:
-Excellent general computer skills, IE, firefox,
-Experience of customer communications
-Experience in technical support role.
-Excellent general computer skills, IE, firefox,
-Experience of customer communications
-Experience in technical support role.
