Provides Full implementation of EBLA software’s applications, to include the installation of hardware,software and network components, moreover the incumbent will perform basic technical support of company products/systems efficiently meeting customers’ expectations and ensuring a maximum satisfactory level of EBLA products and services.
Principal Accountabilities
• Providing moderately-complex to complex first and second level support for FileNet customers via live telephone support, and other support channels as required.
• Diagnosing customers’ technical issues finding solutions to their reported problems
• Conducting independent case research using company supplied research tools, databases, knowledge bases, etc.,
• Actively and continuously participating in team and department level meetings to exchange technical knowledge via open discussions, brainstorming and transfer of information (TOI) sessions.
• Effectively utilizing customer support soft skills to maintain a positive working relationship between EBLA and its customer environment.
• Demonstrating positive customer support skills validated by maintaining a high level of customer satisfaction as measured by event driven customer satisfaction surveys Communicating with customers by telephone, letter, email or personally attending Client sites
• Responding to customers with a solution Monitoring and reporting to management on a daily/weekly basis
• Determining of technical case impact recording such case to Knowledge base system
• Continuous Research and development by navigating, checking, self learning and workshops/training participations on new Products technology blowing technical whistles in case of effective technical findings to other team mates.
• Reporting daily tasks and training activities to direct supervisor.
Job Details
| Date Posted: | 2016-10-10 |
| Job Location: | Kuwait |
| Job Role: | Technology/IT |
| Company Industry: | Information Technology; Computer/Software |
Preferred Candidate
| Career Level: | Mid Career |
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