الوصف الوظيفي
Tech Support Analyst Responsibilities: ● Provide Tier 2 and above support on incident responses and resolutions. Manage frontline email and chat queries and support for customers. Research, diagnose, troubleshoot and identify solutions to resolve system issues. ● Review product issues and feature requests escalated to your office, ensure unresolved issues are assigned to appropriate internal teams. ● Manage unexpected outages and downtime. Restore the application and service operation as quickly as possible to minimize the impact to customer business operations. ● Provide prompt and accurate feedback to customers; ensure all issues are properly logged. Track and provide updates on support issues in alignment with the CRM software. ● Collaborate and coordinate with internal teams for deployment of application upgrades and enhancements ● Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. ● Conduct trial and pretrial consultations with qualified potential customers as assigned. Handle phone calls, product demonstrations, and customer walk through as required. ● Collate, prioritize, and elaborate on bugs and improvements so they are more easily actioned. ● Work with designed guidelines, framework and instructions in order to set up a system or fix a fault. ● Provide prompt and accurate feedback to appropriate internal teams and customers. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. ● Handle other IT Security and other related initiatives. Business Insight ● Provide analysis of issue logs in order to discover any underlying issues or trends. Collaborate with the Tech Development Team towards improved service delivery
المهارات
Requirement: ● Minimum 3 - 6 years’ broad experience providing tech support to customers ● Must Have: Strong Relational Database competency. ● Minimum of 2 years’ experience supporting a database driven solution. ● Detail oriented and strong problem-solving skills ● Experience providing technical support for SaaS and on-premise based products via email, chat, phone and on-site visits. Experience with a help desk system like Zendesk, Help Scout, or other ticketing systems. ● Ability to work with documented processes and checklists to deliver a consistently high level of support experience ● Strong accountability and collaborative skills with a high degree of ethical standards and integrity ● Very good decision making, negotiation and conflict resolution skills ● Strong interpersonal skills and the ability to quickly establish credibility ● Nice to have - experience working with Linux, Docker and a live chat system such as Intercom. ● Nice to have - experience working with scripting languages (PHP) and Python frameworks. ● Digitally savvy and proficient in the use of Microsoft Office and work productivity tools ● First Degree in Computer / Information Technology, Software Engineering or any other related field. The equivalent of the same in working experience is also acceptable.
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة خدمات الدعم التجاري
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
الشهادة بكالوريوس/ دبلوم عالي
https://www.bayt.com/ar/qatar/jobs/tech-support-analyst-4488752/
نسخة للطباعة 
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