Join our vibrant team as a Level 1 Support Engineer
Your mission?
To be the go-to person for users, tackling their software and system questions head-on.
Dive into technical puzzles, ensuring every user query finds a solution.
You'll escalate the trickier stuff, all while dazzling users with your top-notch communication and knack for problem-solving.
Let's keep our customers smiling and SLAs in check, together
Group 10 Responsibilities
Customer Support :
Support and provide technical assistance for our users via our ticketing system
Provide clear and concise instructions to users to help them navigate the software, resolve issues, and ensure compliance with relevant regulations while ensuring a positive user experience
Identify and escalate complex or unresolved issues to senior support engineers or higher-level support teams following predefined escalation protocols
Technical Troubleshooting :
Diagnose and resolve technical issues encountered by users, including software bugs, database connectivity problems, system performance-related concerns, as well as technical issues related to hardware, software, or network components
Perform root cause analysis and troubleshoot system, software, or connectivity problems to determine the underlying cause and provide appropriate solutions
SLA Compliance.
Ticket Management and Documentation :
Manage and prioritize users' issues to meet defined service level agreements (SLAs)
Monitor and respond to users' inquiries within designated time frames, ensuring timely resolution according to SLA commitments
Document all interactions and resolutions using our ticketing system, maintaining accurate and up-to-date records of user support activities
Monitor and manage open tickets, ensuring timely follow-up and closure of cases, meeting defined service level agreements
Provide frequent updates to customers regarding the progress of their inquiries or issues
4.
Customer Satisfaction and Continuous Improvement :
Strive for high levels of customer satisfaction by addressing users' concerns professionally, ensuring effective issue resolution, and maintaining a user-centric approach
Gather customer feedback and insights to identify areas for improvement in the software, support processes, and overall customer experience
Collaborate with cross-functional teams, including product development and quality assurance, to report and resolve software bugs or system issues
Group 12 Experience :
Bachelor's degree in computer science, information technology, or a related field
2+ years experience working as a support engineer or in a similar role
Strong knowledge and experience with computer hardware, software, operating systems, and networking concepts
Proficiency in troubleshooting technical issues in software applications, system configurations, network setups, and database connectivity problems
Experience with helpdesk or customer support software, ticketing systems, and remote support tools
Effective communication skills in English, both verbal and written, to interact professionally with users and internal stakeholders
Strong communication and interpersonal skills
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