Support Engineer

  • Full Time
  • Lebanon
  • Do the first contact with the customer according to Everteam maintenance policies and procedures.
  • Research and identify solutions to software and hardware issues within agreed time limits
  • Ask customers targeted questions to quickly understand the root of the problem
  • Properly escalate unresolved issues to appropriate internal teams (Unit managers) to allocate the proper resources on tasks as well as defining the delivery dates of reported issues or requests.
  • Provide prompt and accurate feedback to customers
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals
  • Maintain excellent relationships with clients
  • Work with the support coordinator to do customer satisfaction surveys to assure customer satisfaction.
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