Offre d’emploi Technical Support Agent – Services – Maroc | Novojob
Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform.
Provide Tier 3 expertise on application related product issues
Field incoming problem tickets from end users to resolve application issues, and assign to the appropriate development teams.
Work internally with IT teams to make sure all demo sites/application are up to date and accessible.
Add/remove/ change data from/in sales demo applications and TeamSupport as needed
Update training materials and process documentation based on support data
Provide guidance (beyond initial training) to individual users to prep them for workflow demos
Document all pertinent end user that is pertinent to the issue.
Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Know when to escalate high priority issues.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Coordinate with department heads any critical issues that require immediate attention.
Participate in the design, development, and delivery of business applications training to the business users.
Manage and/or provide guidance to junior members of the team.