Tech Support Analyst
360 Nautica
Doha, QA
منذ 3 ساعات
source : HireeJobsGulf

Tech Support Analyst Responsibilities Provide Tier 2 and above support on incident responses and resolutions Manage frontline email and chat queries and support for customers Research diagnose troubleshoot and identify solutions to resolve system issues Review product issues and feature requests escalated to your office ensure unresolved issues are assigned to appropriate internal teams Manage unexpected outages and downtime Restore the application and service operation as quickly as possible to minimize the impact to customer business operations Provide prompt and accurate feedback to customers ensure all issues are properly logged Track and provide updates on support issues in alignment with the CRM software Collaborate and coordinate with internal teams for deployment of application upgrades and enhancements Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Conduct trial and pretrial consultations with qualified potential customers as assigned Handle phone calls product demonstrations and customer walk through as required Collate prioritize and elaborate on bugs and improvements so they are more easily actioned Work with designed guidelines framework and instructions in order to set up a system or fix a fault Provide prompt and accurate feedback to appropriate internal teams and customers Follow up with clients to ensure their IT systems are fully functional after troubleshooting Handle other IT Security and other related initiatives Business Insight Provide analysis of issue logs in order to discover any underlying issues or trends Collaborate with the Tech Development Team towards improved service delivery

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