Support Engineer

• To be Responsible for raising the quality level of handling customer technical requests/inquiries/problems and addressing its root causes to drive improvement in customer experience.
• To Own all customer inquiries regarding Integration, business dashboard, business app ,admin dashboard and star app) and other business solutions till closure and post resolution call to ensure customer satisfaction
• To Communicate with different department within Bosta for Enhancing Process, facilitate customer experience & finding Resolution or workarounds for repeated issues
• To Provide updated troubleshooting and self-help materials to the customers and internal departments
• To Conduct outbound calls for problems received from customers through any touch point (Ticketing system, whatsapp & phone calls) or received through mailbox to ensure solving the customer problem according to the SLA
• To Escalate all technical inquiries to product team through a standard SLA whenever needed and ensure that all escalations contain complete information to ensure resolution targets are achievable
• To Attend different UATs to ensure that any new business feature is compatible with systems and internal processes.

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