NWA Technical Support Engineer
Gilbarco Inc
Grand Casablanca, MA,Africa
il y a 2 mois

Description

We are looking for a customer service oriented Technical Support Engineer to provide support to users in an efficient and accurate manner.

He will provide troubleshooting and first-level diagnosis of the problems.

The goal is to ensure the customer satisfaction by meeting the customer service level agreements targets and providing professional support.

Key Responsibilities

1. Respond to requests for technical assistance via phone or emails

2. Research questions using available information resources

3. Advise user on appropriate action

4. Follow standard support procedures

5. Log all help desk calls in the helpdesk tool

6. Diagnose and provide basic troubleshooting

7. Properly escalate unresolved queries to the next level of support

8. Track, route and redirect problems to correct resources

9. Update the helpdesk tool

10. Collect the needed data from the customer to troubleshoot the issue

11. Provide updates to the customers on the progress and results of the troubleshooting

12. Follow up with customers, provide feedback and see problems through to resolution

13. Utilize excellent customer service skills and exceed customers’ expectations

14. Ensure proper recording, documentation and closure

15. Preserve and grow your knowledge of help desk procedures, products and services

16. Monitor the resolution time and

Domain

  • Fuel dispenser; Automatic Tank Gauging; Forecourt controller; Automation; Electronic Payment; Point of Sale; Back Office;
  • software and hardware components

    Qualifications

    1.Bachelors in Computer Science / Engineering or equivalent

    2.Five years of experience in Software / Hardware Help Desk support environments

    3.Experience testing and supporting retail fueling or multi-site automation environments

    4.Demonstrated ability to manage support process in multiple production environments and architecture platforms

    5.Demonstrated ability to manage customers and deliver services

    6.Demonstrated ability to engage and drive 3rd parties

    7.Excellent written and verbal communication

    8.English, Arabic and French Speaking, reading and writing

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