Do you want to work in an exciting, rewarding, and collaborative environment where you are appreciated and valued?
Are you passionate about IT, software development, business solutions, BPO, customer operations, etc.? Are Innovation, Talent, and Excellence part of your DNA?
We are an international IT and Software Services company that provides exceptional experiences to customers around the world from our five offices in Egypt, Canada, and Poland. Over 70 global partners rely daily on our 800+ employees for superior Software Development and BPO/ Customer Operations services, as well as innovative Business Solutions.
Your responsibilities as a Technical Support:
Our competitive advantage is the superior quality of our services and solutions. Our satisfied customers fuel our phenomenal growth; in fact, 95% of our customers return to us for more projects.
- Managing ticket workload across a number of customers, escalating issues where appropriate and providing resolution to issues.
- Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting.
- Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions.
- Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams.
- Ensuring reviews are fully documented and actions are raised and fulfilled.
- Being involved in changes to the service operation tools, processes, and working practices.
- Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog.
- Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk.
- Undertaking continuous improvement in the operation.
- Coordinating with Product Development and Implementation teams to support product updates.
- Supporting updates to products and services in both test and live system environments, in compliance with defined procedures.
- Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer's data.
- Identifying opportunities that can improve the efficiency of business and technical processes.
- Including all other duties as may arise from time to time and as may be assigned.
Skills and qualifications to succeed as a FlairsTech Technical Support:
- Computer science / MIS /BIS / Computer Engineering graduate.
- 2+ years of experience in Technical / Application Support roles.
- English Fluency is a Must.
- Excellent communication skills.
- Hands-on experience in Microsoft SQL Databases and windows troubleshooting.
- Flexibility with working in the US Time zone.
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