ICDL GCC Foundation FZ LLC, located in Cairo, Cairo Governorate is currently looking for a Techinical Support Officer.
Skills / Requirements :
Excellent written and verbal communication skills in Arabic & English.
Diploma or University degree in Computer Science or related subject.
1 to 2 years of experience in customer service or help desk environment.
Ability to handle multiple tasks at once.
Ability to communicate effectively and concisely to meet customer needs.
Excellent record keeping abilities and an awareness of confidentiality issues.
Job Description :
This role supports the Operations Manager in Egypt to oversee the activities of the accredited centers in Egypt to provide technical support for the ICDL administration system and the Automated Testing Software.
The role is responsible for the quality of the ICDL Certified Training Professional and Train the Trainer Course by overseeing the planning and implementation.
Fully understand the technical aspects of the ATS, the ICDL Administration system and the delivery of the ICDL Certification programmes in Egypt, in order to provide first class technical support to the ICDL, accredited centers.
Respond to all queries and requests for technical support received from customers via phone or email or other approved means.
Resolve technical support queries within the service level agreement of 24 hours or escalate to Operations Manager.
Support both the English and Arabic version of all Automated Testing Systems.
Schedule visits to customer locations or liaise with Quality Assurance Team to resolve technical issues onsite.
Work with the Development Team in Dubai to resolve where applicable.
Report on trends in technical support enquiries in order to provide ways to address these trends.
Build positive relationships with customers and create a tier level of VIP customers in order to create additional focus such as Governmental or Educational strategic customers.
Create a knowledge base of common questions and answers for internal employees to share and provide better support to customers.
Ensure the CRM is used for all customer communication and policies regarding opening and closing of support cases is followed in order to improve the effectiveness of the department.
Support all centers by providing updates to the quality processes and standards as needed.
Document operating procedures for all aspects of the position.
Ensure the smooth planning and operation of CTP and TTT training workshops by overseeing the project from the planning stage to completion of candidates.
Monitor CTP requests in order to ensure workshops are scheduled in a timely manner.
Undertake any other assignments as instructed by the Operations Manager Egypt.
Support the department as needed to test new products and software.
Ensure that backup procedures are followed by all employees and office servers in order to minimize any hardware failures;
ensure all backups are working properly by restoring backups in a controlled environment.
Ensure that Antivirus software is working properly and updated on all servers and workstations and take immediate action against any suspected viral intrusions.
Provide support internally for all employees on all tech support related queries for both software, hardware, networks as directed by the Operations Manager Egypt / IT Manager Dubai.
About ICDL GCC Foundation FZ LLC
The ECDL Foundation has appointed and licensed ICDL Arabia as the sole body to implement and disseminate the program in the Gulf Region, Egypt and Iraq with the support of the region’s leading educational institutions and accreditation bodies.
ICDL Arabia recognises the importance of digital literacy and ICT Skills and works with strategic partners to drive national economic and social development, and capacity building initiatives throughout the region.
ICDL certification programmes have been delivered to over 14 million people, in 41 languages, across 150 countries through a network of over 24,000 test centres.