Technical Support Coordinator

il y a 3 jours

Mirna Chalouhi highway Sin El Fil LB Lebanon FOO Temps plein


Job Description

About Us:

Founded in 2009, FOO has emerged as a leading Fintech provider by focusing on Technology, Innovation, Expertise and Quality. Working with leading clients in their industries, FOO has quickly expanded in the MENA region and has set the benchmark for design experience and quality. FOO's vision is to expand globally and create a positive impact on future technologies.

Responsibilities:
  • Assists the Support Manager to design, create and distribute reports.
  • Oversees day to day support operations, escalations, ticketing and communications with all customers.
  • Assists in the tracking of support data and documentation and shares with clients or internally.
  • Schedules support duties hours and timetable of the support team.
  • Ensures that proper processes & procedures are being followed.
  • Gives recommendations for improvement in work and reporting.
  • Guides support staff in their duties, keeps them motivated & provides assistance in decision making.
  • Updates and maintains documentation associated with processes and procedures.
  • Generates key reports for Management including but not limited to: system availability, service level agreements, ticket resolution and customer issues.
  • Develop and report on metrics for the performance of the support and individual support employees, including but not limited to escalations, and tickets.
  • Coordinate between different departments such as Implementation & Infrastructure to ensure proper synchronization on incident resolution.
Requirements:
  • BS in Computer Science, Information Systems, or related field
  • 5+ years of relevant work experience
  • In-depth knowledge of technical concepts across multiple platforms
  • Strong analytical and problem-solving skills
  • Strong English communication skills, written and verbal
  • Strong presentation skills
  • Previous working experience in JIRA ticketing system (or similar) is highly desirable
  • Previous working experience as a support engineer is a plus
  • Previous working experience as a project coordinator is a plus
  • Previous working experience as a developer or sysadmin is a plus
  • Background in Fintech is a plus


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