Job Description
Essential skills: intermediate technical skill (Oracle, Linux), problem solving, critical thinking, with a keen eye for detail, experience: at least 3 years as technical support.
Requirement
- Taking ownership of customer issues reported and seeing problems through to resolution
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ask customers targeted questions to quickly understand the root of the problem
- Talk 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)
- Prioritize and manage several open issues at one time