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Customer Service Technical Specialist

3 weeks ago

Riyadh, Saudi Arabia Wolters Kluwer Full time

Responsibilities:

- Primary:_
- Thoroughly investigate reported incidents/defects through fact gathering and remote sessions.
- Build strong relationships with fellow analysts, knowledge specialists, and technical personnel to identify workarounds, solutions, and opportunities.
- Create, maintain, and progress all support calls using internal support tracking system (salesforce) for issue resolution and tracking.
- Contribute to the richness of the in-house knowledgebase with up-to-date solutions.
- Test and identify defects by documenting in the tracking system for the attention of the development team.
- Liaise with internal escalation, development, and functional teams for issue resolution.
- Adhere to and improve on current support processes
- Always remain customer focused
- Learn, support, and investigate the functionality of the software at all levels
- Additional_
- :_
- Participate in TeamMate user conferences with the provision of client technical training and support Q&A.
- Participate in preparation of hardware/software in lead up to forum meetings and sales conferences.
- Provide technical support to in house Sales and Professional Services teams
- There is no regular travel requirement in the role, although occasional trips within the UK and abroad may be required.

Experience and Skill Requirements:

- Understanding of core concepts involved in networking, operating systems, and web servers
- Ability to identify and troubleshoot software usage in varied environments
- Solid understanding of SAAS solutions (Cloud)
- QA skills - Issue Reproduction, Configuration of Systems
- Ability to troubleshoot and configure Windows OS, Windows Server, and Windows Web Server (NTFS permission, folder structure, maintenance)
- Minimum of 2 years of experience working with IIS 6 or higher, demonstrate the ability to add web sites or create virtual directories, configure HTTP handlers (ISAPI, ASP.NET), and set NTFS permissions
- Experience with SQL Server database, expertise level must include database backup and restore, ability to write SQL statements (select, update, delete, insert, joins), ability to capture problematic queries using SQL Profiler
- Experience of Federated Security (including IDP), SSO, MFA.
- Experience or knowledge of SSL and network components (load balancers, firewalls, proxies, etc)
- Understanding of relational database schema and concepts required
- Familiarity of popular web browsers (IE, Chrome) and underlying settings
- Experience with tools such as regedit, procmon, wireshark, fiddlercap and SQL profiler.
- Fluent in both Arabic and English
- Desirable Skills:_
- Experience using Debug Tools a plus
- XML/HTML knowledge
- Knowledge of API’s
- Industry certifications such as CompTIA, Microsoft Certified Professional, etc.
- Powershell scripting

Personal Attributes:

- Willingness to learn, ability to learn and grow into any skill mentioned above that they do not already have.
- Ability to work independently without supervision and as part of a team.
- Able to perform well under pressure.
- Highly motivated to succeed with a strong customer service focus.
- Building internal and external relationship networks.
- Ability to think outside the box
- Creative thinking
- Evidence of analytical and systems analysis skills
- Must have excellent written and verbal communication and interpersonal skills, with an ability to communicate effectively and professionally in both technical and non-technical language.
- Adept at working with challenging users in a fast-paced environment.
- Ability to prioritise effectively and multi-task.