JOB RESPONSIBILITIES
Monitor Systems uptime, attempt to resolve downtime or errors, and escalate issues based on given service levels
Monitor and update end-user applications and systems
Set up and configure new and existing client applications and portals
Control and manage existing and new client applications and portals
Train end users on how to use Identigate Systems
Collect and consolidate client issues and feedback and report the same to responsible technical teams for resolution, system updates, and changes.
Keep clear records of technical issues and feedback from active client accounts
Research and identify solutions to end-user applications (web and mobile) and hardware issues
Diagnose and troubleshoot technical issues, including account setup and system configuration
Take clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their end-user applications are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain cordial relationships with clients
KEY COMPETENCES
Minimum Bachelor of Science in Information Technology, computer science, or equivalent
Minimum B Plain High School Score. A score of B or Higher in STEM (Science, Technology, Engineering & Mathematics) Subjects shall have a higher advantage.
Strong communication skills and ability to work collaboratively with cross-functional teams including developers, sales, project management, and other engineers.
Great client relations management
Ability to work independently, manage priorities, and deliver high-quality work within tight timelines.
Experience with technical or customer support in a software field.
ORGANIZATIONAL ALIGNMENT
Reports to the Technical Manager (Directly) and Executive Leadership Team.
Works closely and collaboratively with the System Engineers, Project Management, sales, and account teams.
ACCOUNTABILITIES AND PERFORMANCE MEASURES
Accurately maintains task details and reports on the same on a weekly basis.
Maintains timetables and ensures all deadlines are met. Must be flexible and display initiative in working on new tasks.
Keeps an accurate record of projects’ status and informs management of any delays or key issues.
Administrative tasks are accomplished carefully and thoroughly, with appropriate questions asked when necessary to ensure that the job is done correctly.
Meets all deadlines as indicated by the immediate supervisor
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