Support Coordinator

  • Full Time
  • Lebanon
  • Identify, develop and execute an individual development plan with minimal management direction.
  • Participate in process planning and make recommendations for improvements to the business.
  • Act as a mentor in assisting less experienced engineers in isolating problems, workarounds and solutions.
  • Diagnose and resolve customer problems and educate users on problem resolutions in a prompt, courteous, and professional manner.
  • Providing a high level service to our customers and adhering to our strict SLAs for response and restoration times.
  • Ask customers targeted questions to quickly understand the root of the problem
  • Engage appropriate internal resources to resolve technical issues and update customers on progress toward resolution
  • Ensure customer requirements are met with consistently high quality of service
  • Refer to internal database to provide accurate tech solutions
  • Prioritize and manage several open issues at one time
  • Identify the need for new enhancements to existing products
  • Ensure the Proper use of the company help desk system and urge customer to use the system to log their tickets
  • Ensure that each support issue and resolution is adequately documented
  • Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
  • Assist in the QA process of new iterations of the software
  • Determine issues type and redirect it to the appropriate resolution team
  • Identify Support Methodology enhancement and suggest support packages
  • Prepare monthly and yearly reports.
  • Track the expiry dates of the maintenance contracts and raise reports accordingly.
  • Document technical knowledge in the form of notes and manuals
  • Maintain excellent relationships with clients
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