We are looking for a customer service oriented Technical Support Engineer to provide support to users in an efficient and accurate manner. He will provide troubleshooting and first-level diagnosis of the problems.

The goal is to ensure the customer satisfaction by meeting the customer service level agreements targets and providing professional support.

Key Responsibilities

• Respond to requests for technical assistance via phone or emails
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard support procedures
• Log all help desk calls in the helpdesk tool
• Diagnose and provide basic troubleshooting
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update the helpdesk tool
• Collect the needed data from the customer to troubleshoot the issue
• Provide updates to the customers on the progress and results of the troubleshooting
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Preserve and grow your knowledge of help desk procedures, products and services
• Monitor the resolution time

• Bachelors in Computer Science / Engineering or equivalent
• Five years of experience in Software / Hardware Help Desk support environments
• Experience testing and supporting retail fueling or multi-site automation environments
• Demonstrated ability to manage support process in multiple production environments and architecture platforms
• Demonstrated ability to manage customers and deliver services
• Demonstrated ability to engage and drive 3rd parties
• Excellent written and verbal communication
• English, Arabic and French Speaking, reading and writing