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Software Engineer

4 months ago

Cairo, Egypt Canonical Full time

Job Purpose

To respond to client queries and report any incidences to the technical, IT and recovery team for action; monitor the non-streaming and non-polling incidences and note for action as necessary.

Main Duties and Responsibilities

Respond to inbound calls, client s emails, capturing clients notes/case notes and offering the necessary support

Preparing non-streaming and non-polling reports for action by the Supervisor and the technical department

Preparing a detailed weekly status and installation report for the Banks

Liaise with international support in case of minor system problems

Attend to terminal alerts, power on and off, panic events, ignition events etc. in a timely manner

Assist in troubleshooting fitment errors during fitment in the absence of the technical supervisor

Record all incidences reported in the Occurrence book

Filling in of the incident forms in case of a recovery

Assist to trouble shoot cases arising from clients

Immobilization of vehicles in case of a client request via mail or phone

Oversee all the general operations of the control room

All policies & procedures of the Company and the department Standard operating Procedures are followed consistently for all events

Perform any other business as may be assigned to you from time to time by the supervisor

Monitoring of cross border alerts (for bank deals) and informing clients via phone

Qualification and Experience

Diploma in IT or related field from a reputable institution of higher learning

Knowledge of Motor Vehicle electrical and IT skills

Minimum of at least 3 years work experience in a call center (security emergency control room - advantageous)

Knowledge of GPS/GSM/GPRS devices

Ability to understand and interpret GPS/GSM/GPRS installation

Proficiency in Computer skills

Willing to work night shift

Customer Service