Senior Technical Support Engineer

• 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