Senior Technical Support
- Dsquares
- Cairo, Cairo Governorate, Egypt
- Full-time
وصف الوظيفة
Dsquares is more than just a loyalty program provider; our expertise lies in crafting loyalty solutions to give an unforgettable experiences that keep customers coming back for more. From concept to execution, we handle the entire loyalty journey, turning brands into beloved obsessions.
With our tech-savvy team and a passion for innovation, we're not just building programs; we empower businesses to build lasting relationships with their customers.
Our team is the heart of Dsquares. We believe that exceptional people create exceptional solutions. Our culture is built on openness, empowerment, and a shared passion for delivering extraordinary customer experiences. Join us and be part of a team that’s redefining loyalty programs.
More than rewards, we create experiences. And more than customers, we build advocates.
As a Technical Support Engineer, you will play a key role in troubleshooting technical problems, delivering timely customer feedback, and supporting the implementation of new applications. You will be expected to provide excellent customer support, effectively diagnose and resolve technical issues, and assist in deploying new features and systems.
Duties & Responsibilities:
- Respond promptly to inbound technical support requests through designated communication channels, meeting prescribed service levels.
- Assess the criticality of issues, prioritize, and resolve cases promptly.
- Provide guidance and assistance to clients, helping them utilize self-help resources.
- Address customer queries, assist in locating information, and ensure clarity on technical requirements.
- Record and document customer change requests and technical specifications.
- Maintain logs of issues and resolutions to improve troubleshooting guides.
- Follow detailed diagrams and written instructions to repair faults or set up systems.
- Assist in the roll-out and implementation of new features or updates.
- Troubleshoot a wide range of technical issues, including system failures and application errors.
- Accurately diagnose faults and repair system malfunctions.
- Review submitted customer tickets, ensuring descriptions, urgency, and issue types are correct.
- Route tickets to the appropriate support group for further prioritization and resolution.
- Act as a business advocate, ensuring tickets in need of prioritization or additional resources are handled swiftly.
إمتيازات الوظيفة
- Comprehensive Wellbeing: Enjoy peace of mind with our private medical insurance and life cover, plus extra days off for every year you're part of the team.
- Financial Growth: Reap the rewards of your hard work with our annual profit share and competitive compensation packages.
- Work-Life Balance: Achieve optimal well-being with our hybrid work environment, generous maternity and paternity benefits, and regular team-building events.
- Continuous Development: Expand your horizons through our commitment to learning and development opportunities.
- Perks and Privileges: Celebrate your journey with us through birthday offs, mobile allowances, transportation support, and a host of other employee-centric perks.
متطلبات الوظيفة
- A degree in Computer Science, Information Technology, or a related field.
- Prior experience in a technical support role, desktop support, or a similar position.
- Proficiency with multiple operating systems (Windows, Linux, Mac OS).
- Familiarity with remote desktop applications and help desk software.
- Strong attention to detail and problem-solving abilities.
- Excellent interpersonal skills, with a focus on customer satisfaction.
- Strong written and verbal communication skills.
- Familiarity with different ticketing systems.
- Knowledge of databases and troubleshooting techniques.
