Application Support Lead
- Agility
- Suez, Suez Governorate, Egypt
- Full-time
وصف الوظيفة
Your Responsibilities:
- User Assistance: Provide prompt and courteous responses to user inquiries, troubleshoot issues, and offer solutions through various communication channels, such as in-person, email, phone, or chat.
- Issue Tracking: Log and track user-reported issues and requests using ticketing or support tracking systems. Ensure accurate and detailed documentation of user interactions and problem resolutions.
- Technical Troubleshooting: Diagnose and resolve basic technical problems related to software applications, including login issues, navigation problems, and basic software functionality questions
- Escalation: Escalate more complex issues to Level 2 or higher support teams when the resolution requires advanced technical expertise or deeper investigation.
- Knowledge Base: Contribute to the development and maintenance of a knowledge base by creating articles, FAQs, and troubleshooting guides to assist users in finding solutions independently.
- Software Updates: Assist users in performing software updates and patches provide guidance on basic software configuration changes.
- Communication: Maintain clear and professional communication with users, colleagues, and other support teams. Keep users informed about the status of their reported issues.
- Documentation: Document troubleshooting steps and resolutions in a clear and concise manner. Provide feedback to improve documentation and processes.
- Training: Participate in training sessions to enhance technical knowledge and keep up to date with software updates and changes.
متطلبات الوظيفة
Your Qualifications:
- Bachelors Degree in computer science or equivalent required. Relevant technical certifications or coursework is a plus.
- Strong communication skills, both written and verbal.
- Experience working as a call center agent is preferrable.
- Basic understanding of software applications and common technical issues.
- Ability to analyze and diagnose simple technical problems.
- Familiarity with help desk or ticketing systems is advantageous.
- Customer service-oriented attitude with a patient and empathetic approach.
- Ability to work in a team environment and collaborate with colleagues.
- Willingness to learn and adapt to new technologies and software applications
