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Technical Application Support Engineer

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3 - 4 years Giza - Egypt

Any Nationality


, Posted on May 25, 2018 1 Opening

Job Description

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Responsible for taking inbound chats and calls for prospective customers, handling customer inquiries in a courteous and professional manner while providing the highest level of customer service.
• Provide responsive and competent telephone support to customers in the areas of problem solving and handling customer inquiries.
• Apply basic working knowledge of systems, procedures, customers, products and processes to perform assigned functions with moderate reliance on others for direction.
• Work requires some judgment but is performed primarily according to standard procedures with close supervision.
• Provide responsive and competent customer support within a call center environment.
• Ensure that all customer issues are resolved at the first instance.
• May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.
• Continuously work for exceptional customer experience, resulting in high customer satisfaction scores.
• Deliver and exceed customer-specified service levels for handle time.
• Learn, understand, retain and regularly update and demonstrate product/process knowledge.


Industry Type : IT - Software Services
Functional Area : IT Software

Desired Candidate Profile

Experience in E-commerce platforms, CMS, Online shopping.
• Good Command of the English Language
• Flexibility with the working hours.
• Ability to work for overnight shifts.
• Good Computer Skills.
• Skill in providing an exceptional customer experience.
• Skill in verbal and written communication to analyze, interpret and address customer needs.
• Knowledge of a Windows O/S (98, 2000, XP and ME) and Internet; Basic PC knowledge preferred.
• Ability to work in a time critical environment.
• Ability to be flexible and quickly adapt to changing business needs and processes.
• Ability and willingness to provide pre-sales support.
• Able to speak with customers in a calm, enthusiastic and friendly tone of voice.
• Equivalent education or experience may be substituted for any of the above.

Keywords

Customer service Technical support Customer support Presales Application support Project Coordinator CMS Windows OS Customer satisfaction Customer experience

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