• Research and identify solutions to khabeer software issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration • Ask about questions to quickly understand the root of the problem
• Track issues through to resolution, within agreed time limits
• Talk Implementors through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (Development team)
• Provide prompt and accurate feedback to Implementors.
• 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 Implementors to ensure their Khabeer systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals