Software Technical Support Engineer

1 week ago

Madīnat an Naşr, Cairo, Egypt BlackStone eIT Full time 100,000 - 150,000 per year

BlackStone eIT is a reputable and innovative software company, and we are currently seeking a talented and enthusiastic Software Technical Support Engineer to join our team. As a Software Technical Support Engineer, you will be responsible for providing technical support to our clients and ensuring their satisfaction with our software products.

Responsibilities
  • Act as the primary point of contact for customer inquiries and technical issues.
  • Effectively troubleshoot and resolve software-related problems.
  • Collaborate with other technical support engineers and developers to address and resolve complex customer issues.
  • Document and track customer interactions, issues, and resolutions using our CRM system.
  • Provide software installation, configuration, and update assistance to clients.
  • Conduct product training sessions for customers as needed.
  • Identify and escalate recurring technical issues to the development team for further investigation and resolution.
  • Stay up-to-date with the latest software updates and enhancements.
  • Contribute to the continuous improvement of our technical support processes and knowledge base.

Requirements

  • Bachelor's degree in Computer Science, Engineering, or a related field.
  • +4 years of experience as a technical support engineer
  • Proven experience in a technical support role, ideally within the software industry.
  • Strong problem-solving and analytical skills.
  • Excellent communication and customer service skills.
  • Experience with CRM systems and ticketing tools.
  • Ability to work independently and in a team-oriented environment.
  • Knowledge of software development methodologies and technologies.
  • Ability to multitask and prioritize tasks effectively.
  • Attention to detail and a commitment to delivering high-quality results.
  • Patience, empathy, and a customer-oriented mindset.
  • Flexibility to work on a rotating shift schedule, including weekends and holidays if needed.

Benefits

  • Paid Time Off
  • Hybrid
  • Performance Bonus
  • Training & Development

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