Job Description

• 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

Job Requirements

• 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 qualifications
• Experience in help disk tracking systems.
• Excellent problem-solving skills
• Excellent communication skills.
• Excellent English speaking and writing

• 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.