JOB RESPONSIBILITIES
- Monitor Systems uptime, attempt to resolve downtime or errors, and escalate issues based on given service levels
- Monitor and update end-user applications and systems
- Set up and configure new and existing client applications and portals
- Control and manage existing and new client applications and portals
- Train end users on how to use Identigate Systems
- Collect and consolidate client issues and feedback and report the same to responsible technical teams for resolution, system updates, and changes.
- Keep clear records of technical issues and feedback from active client accounts
- Research and identify solutions to end-user applications (web and mobile) and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and system configuration
- Take clients 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 (e.g. software developers)
- Provide prompt and accurate feedback to customers
- 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 clients to ensure their end-user applications are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain cordial relationships with clients
KEY COMPETENCES
- Minimum Bachelor of Science in Information Technology, computer science, or equivalent
- Minimum B Plain High School Score. A score of B or Higher in STEM (Science, Technology, Engineering & Mathematics) Subjects shall have a higher advantage.
- Strong communication skills and ability to work collaboratively with cross-functional teams including developers, sales, project management, and other engineers.
- Great client relations management
- Ability to work independently, manage priorities, and deliver high-quality work within tight timelines.
- Experience with technical or customer support in a software field.
ORGANIZATIONAL ALIGNMENT
- Reports to the Technical Manager (Directly) and Executive Leadership Team.
- Works closely and collaboratively with the System Engineers, Project Management, sales, and account teams.
ACCOUNTABILITIES AND PERFORMANCE MEASURES
- Accurately maintains task details and reports on the same on a weekly basis.
- Maintains timetables and ensures all deadlines are met. Must be flexible and display initiative in working on new tasks.
- Keeps an accurate record of projects’ status and informs management of any delays or key issues.
- Administrative tasks are accomplished carefully and thoroughly, with appropriate questions asked when necessary to ensure that the job is done correctly.
- Meets all deadlines as indicated by the immediate supervisor
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