- Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer needs by investigating and troubleshooting issues, developing solutions for our customers all while understanding their business needs
- Manage customer cases and document all customer interactions and resolutions in the ticket management system.
- Support customers by responding within the designated service-level agreement (SLA) period to incoming customer inquiries about our technologies
- Exceed customer expectations by providing outstanding customer service
- Actively contribute to our technical knowledge base, online community, and other technical documentation.
- Collaborate with internal teams in identifying product defects, designing solutions, and testing.
- Work effectively with cross-functional teams to include Sales, Supply, Customer Success, etc.
- Proactively update our customers and ensure that they are satisfied with our support service
- Participate in case review calls with customers when needed
Experience:
Minimum 1-2 years’ experience in networking/ICT in firewalls, endpoint security, Security solution, networking security, ..etc
Qualifications required:
BSc. in telecommunications or computer science or any relevant field
