Conduct first level diagnosis of system defects and notify Maintenance supervisor so the appropriate reports can be submitted.
Resolve client inquiries and issues in a timely manner.
communicate resolution effectively through email communications.
Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
Manage open calls by identifying and prioritizing issues according to published policies.
Escalate to senior team member or department member if situation is beyond technician’s control and additional assistance is needed.
Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
Participate in formal education and self-study to gain knowledge of company products and services.
Respect the company policies and procedures.
Works with Maintenance Supervisor and Technician staff and vendors to compile a list of maintenance items. May open work orders. Coordinates and monitors status of work assigned to vendors.
Bachelor’s degree; Comparable work experience.
Experience in ERP solutions, accounting software, accounting or computers.
Proficiency using computers and exposure to relational databases or SQL desired.
Excellent interpersonal and communication skills.
Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
Strong analytical and problem solving skills.
Ability to work independently and in a team environment.
Demonstrated ability to maintain a positive, professional attitude.
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