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|Hiring Organization||Agile Consultants|
|Job Location||Dubai, United Arab Emirates|
|Employment Type||Full Time|
|Customer Support Engineer||Dubai, United Arab Emirates|
– Provides support to customers with a high degree of customer service, quality and technical expertise.
– Research, resolve and respond to customer issues / support cases received via telephone, e-mail and web portal in accordance with company quality standards.
– Clearly document technical issues within support incidents.
– Evaluation of issues and resolutions for contribution to the Technical Support Knowledgebase.
– Provide timely follow-up to user questions according to established SLA’s.
– Use common sense, logic, instructions, pre-established guidelines and the knowledgebase to perform the function of the job.
– Acquire and maintain knowledge of existing and new products and services in order to provide accurate and efficient customer support.
– Clearly communicate issue status to customers in accordance with defined SLA’s.
– Take on a leadership position in resolving customer issues by coordinating with different company divisions.
– Listen attentively to the customer, ask probing questions, determine minimum data set of information required, analyze information and synthesize it into a resolution plan.
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