Reporting Line: IT Manager
Work Location: Obour City
Key Responsibilities:
- Receive and manage trouble tickets, assign them to technical specialists (including oneself or others), and ensure timely resolution or closure within the defined SLAs in the ticketing system.
- Provide telephone support for POS software and other store system-related issues to end-users.
- Track, take ownership of, and resolve issues, while fostering end-user satisfaction; monitor the activities of technical support specialists handling assigned tickets.
- Offer Remote Access Support via various VPN connections, delivering exceptional customer service through phone calls, emails, and messaging in a fast-paced environment.
- Follow up on existing tickets and inquiries as needed, accurately documenting details in a web-based ticketing system.
- Effectively manage and prioritize tasks to meet or exceed minimum Service Levels.
3 to 5 years of experience in a customer or user support role.Strong knowledge of Retail POS and wholesale systems.Proficient troubleshooting skills.Excellent interpersonal communication and customer service abilities.Ability to quickly learn and apply business applications to assist end-users.Capable of multitasking and thriving in a fast-paced team environment.Strong analytical and problem-solving skills.Knowledge of SQL Server 2012 or 2016 and databases.Experience with SaaS and cloud-based applications is a plus.