- Taking ownership of reported customer issues
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper communication of unresolved issues to the appropriate internal teams
- Ask customers targeted questions to quickly understand the root of the problem
- Talk clients through a series of actions, either via phone, email or chat, until the technical issue is solved.
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
3+ years of working in the IT sector either on the vendor side or customer side (Banks, Microfinance & Mortgage companies,..etc)Banking/Financial business experience – Banks candidates have a high potential of meeting the required qualificationsExperience in help disk tracking systems.Excellent problem-solving skillsExcellent communication skills.Excellent English speaking and writingWhat we are offering:Competitive monthly salary.Social/ Family Health insurance (We bear it entirely).2 days off/week (Friday & Saturday).Great Place to work located in Sheraton Heliopolis, Cairo.Awesome Team, we have the best team that is supportive, collaborative, professional, and fun.