The Technical Support Engineer will be the first point of contact with the customer, he/she will be responsible for the following :

1- Answering customers calls in a professional manner.

2-Take ownership of customer issues reported and see problems through to resolution by coordinating with relevant teams.

3- Diagnose, troubleshoot and identify solutions to resolve customer issues in L1 & L2.

4-Provide fast and accurate feedback to customers.

5- Taking all the necessary information required as per the instructions of the relevant teams ( Implementation and Technical).

6- Following up on helpdesk tickets in a daily manner and updating the customer about their ticket`s status regularly.

7- Creating and managing a knowledge base of prior issues faced and incrementally start applying solutions directly when applicable.

8- Ensure proper recording and closure of all issues.

9- Provide weekly and monthly reports.

10- Troubleshoot and respond to system requests by providing detailed resolutions to supported customers within the pre-determined time frame of the contracted service level agreement.

11- Follow through with customers whose issues are not closed to Identify solutions to work around open issues that are under investigation or pending resolution to the tickets assigned by a Team Lead or Manager.

Desired Candidate Profile

Requirements:

• Candidates must have at least Bachelor degree in the following: Computers Engineering, IT Engineering, Software Engineering, Business administration, Accounting, finance or Computer Science.
• Excellent communication skills
• Excellent written and verbal English skills is essential.
• Basic Knowledge in Linux Distributions.
• Good organization skills.
• Experience in Technical Documentation is a plus.
• Experience in working with Developers and Software Engineers is a plus.
• Ability to learn fast and execute accordingly.
• Prior knowledge in Odoo ERP is a plus.

Customer Relationship Personal Evolution Autonomy Administrative Work Technical Expertise

Responsibilities

• Answering customers calls in a professional manner.
• Solve basic requests and issues
• Ensure proper recording and closure of all issues.
• Provide weekly and monthly reports.
• Provide fast and accurate feedback to customers.
• Creating and managing a knowledge base of prior issues.

Must Have

• Bachelor Degree or Higher in IT or related fields
• Basic Knowledge in Linux Distributions.
• Perfect written English
• Highly creative and autonomous
• Good organization skills.

Nice to have

• Experience in Technical Documentation.
• Additional languages
• Experience in working with Developers and Software Engineers.
• Prior knowledge in Odoo ERP.

What's great in the job?

Great team of smart people, in a friendly and open culture

No dumb managers, no stupid tools to use, no rigid working hours

No waste of time in enterprise processes, real responsibilities and autonomy

Expand your knowledge of various business industries

Create content that will help our users on a daily basis

Real responsibilities and challenges in a fast-evolving company