Application Support Engineer

Job Description

• Managelargeamounts of inquiries via calls and chat “mostly chats”
• Identify and assess customers’ needs to achieve satisfaction.
• Diagnosing and repairing faults.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra space of kindness to engage customers

Job Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices “Preferred”.
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• College degree in Faculty of : computer science or information technology or equivalent.
• Excellent in excel
• Able to work under stress.
• Able to work on shift Basis.
• Experience with remote desktop applications and help desk software “Preferred”.
• Attention to detail and good problem-solving skills.
• Good written and verbal communication.