Master User-tier 1 Customer Support

3 months ago


Dubai, United Arab Emirates NEXSYS ONE Full time

***:
A Technical Customer Support professional with working knowledge implementing basic troubleshooting and change management techniques. Effective communication skills with a strong customer service focus. Ability to provide user support and conduct basic training lessons that meet client requirements. Familiar with permission and notification management processes. Applied knowledge analyzing with Jira project tracking, ticketing systems, report generation, and data validations. Aptitude to write documents and create user support videos.

**ESSENTIAL DUTIES & RESPONSIBILITIES**:
**Responsibilities**:

- Perform Permission/Notification/System Access Management functions e.g. new users, access permissions, access rights, create views, create templates, forms, create process flows and set associated business rules, Mass imports and data analysis.
- Generate reports and conduct data validations.
- Fault / problem verification and documentation e.g. user support videos of issues, updating Jira e.g. opening tickets for Tier 2 & 3 and communicating issues or changes in detail with clear instructions.
- Engage day shift (hand-over), receive alerts, and process hosting issues within tickets.
- Attending remote customer market meetings.
- Collaborate with users to identify and analyze issues.
- Implement basic trouble shooting and change management techniques.
- System configuration and knowledge transfer to customer Master users
- Dev & QA engagement to validate problem fixes.
- Conduct customer training via basic usage training and user support (How To’s) as needed.

Qualifications:

- Experience with Telecom deployment and operational tools.
- Strong business process understanding.
- Sound system tools knowledge.
- Basic SQL Experience.
- Coding (PHP) a plus.
- Hands-on experience working on a ticketing system.
- Experience in handling system issues and customer support engagement.
- Good communication skills with excellent English and German speaking/writing skills.

Additional:

- Willing and able to travel from time to time to customer locations.
- Experience in handling system issues and customer support engagement.

**Location**:Flexible (Dubai, Germany or other), on-site or hybrid

**About NEXSYS-ONE**

**Job Types**: Full-time, Contract

**Experience**:

- Customer Service: 4 years (required)
- Operations Support: 4 years (required)
- Escalation Handling: 4 years (required)
- Jira System: 4 years (required)
- Ticketing System: 4 years (required)
- Support Tier 1: 4 years (required)
- Incident Management: 4 years (required)
- Root Cause Analysis: 4 years (required)

Application Deadline: 27/09/2024



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