Customer Support Engineer

The Customer Support Engineer role is to provide support for business applications for customer raised issues.  The role of the Customer Support Engineer is to diagnose, reproduce and resolve issues within the Customer Services Department.  The role requires a significant amount of customer interaction involving online, telephone and face to face interaction.  The role requires recording and keeping track of issues status and ensuring all stakeholders are kept up to date.  The role requires to supporting mission critical systems of high complexity.  Diagnosing, solving, and supporting requests and reported problems.  This role requires developing and maintaining a support knowledge base accessible over the web.  The role of Customer Support Engineer also requires developing and maintaining positive customer relationships. Due to the nature of the Customer Support Department shift work occasionally would be required.

What will you be doing:

• Provide technical support and diagnostics to customers and professional services
  
• Support of mission critical systems of high complexity
  
• Diagnosing, solving, and supporting requests and reported problems
  
• Working on Help Desk providing 24-hour support
  
• Developing and maintaining support knowledge base accessible over the web
  
• Proven ability to troubleshoot complex technical issues
  

Reporting:

• Reports directly to the Regional Customer Support Manager, Jordan
  

What will you bring:

• Higher Honors Degree or Diploma in Computer Science or any related filed
  
• Genuine interest in Customer Support
  
• Good written and verbal communication skills
  
• High level of attention to detail and strong aptitude for learning new technologies
  
• Ability to work across multiple product areas and remain customer focused
  
• Customer relations/support experience
  
• Experience in dealing with Internet products in Banking marketplace
  
• Excellent team player, cooperative and flexible
  
• Enthusiastic, proactive, and can-do attitude, keen to be involved at all levels of a product
  
• Articulate communicator, ability to present ideas clearly and precisely, both written and verbally, with concise attention to detail to peers, colleagues and management alike
  
• Good listener, the ability to listen effectively and to consider input from peers, colleagues, and management alike
  
• Self-reliant, the ability to work without close supervision and address problems in a collaborative environment
  
• Good problem solving abilities with the ability to identify and contribute to solutions for the company in a collaborative environment
  
• Strong customer orientation
  
• Passion to learn and to work with new technologies
  
• Self-motivated
  
• preferable skills:-
  
  PL/SQL
  
  ISO-8583
  
  HTML
  
  Linux