Taking ownership of reported customer issues Researching, diagnosing, troubleshooting and identifying solutions to resolve system issuesFollowing standard procedures for proper communication of unresolved issues to the appropriate internal teamsAsk customers targeted questions to quickly understand the root of the problemTalk clients through a series of actions, either via phone, email or chat, until the technical issue is solved.Refer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manuals 3+ years of working in the IT sector, either on the vendor side or customer side (Banks, Microfinance & Mortgage companies, etc)Banking/Financial business experience – Banking candidates have a high potential of meeting the required qualificationsExperience in help desk tracking systems.Excellent problem-solving skillsExcellent communication skills.Excellent English speaking and writingWhat we are offering:Social & Family Health insurance (We bear it entirely).Great Place to work located in Sheraton Heliopolis, Cairo.Awesome Team, we have the best team that is supportive, collaborative, professional, and fun.