Leverage Support processes, systems and tools to resolve a variety of technical problems.
Reach clients either via phone, email or chat with an appropriate action plans.
Own problems through resolution, properly escalate unresolved issues to appropriate internal teams (software developers, system admins ...etc).
Manage, prioritize, and respond to cases within defined SLA’s.
Provide prompt, efficient, detailed, customer-oriented service.
Monitor queues and respond to issues within defined SLAs.
Create and maintain problem resolution procedures.
Ensure all issues are properly logged.
Investigate application issues and customer-driven production problems.
Technical troubleshooting of issues, resolution and document the solution for issues.
Identify and develop tools, techniques and procedures for improving the performance, availability and reliability of applications
Work with development and engineering teams to design and refine processes, procedures, and delivery mechanisms
|Job Role:||Information Technology|
|Career Level:||Mid Career|
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