CUSTOMER SUPPORT OFFICER

Goal of Position: Perform the services of training, maintenance (hardware and software), and customer support on all levels, and ensure customer satisfaction. Perform the technical evaluation on the in-house developed systems, in order to assure product quality or optimal functionality.

Requirements:

  • Qualifications: BS or technical degree (BT/TS) in electrical, electronic, or computer field 
  • Experience: 
    • Preferred one year experience
  • Skills: 
    • Web server 
    • Window server 
    • Network server 
    • SQL server 
    • Crystal Report 

Tasks and Duties:

  • Handle direct contact with clients after sale
  • Handle customer support appointments and tasks
  • Schedule for training with customers and determine the material needed for client training in coordination with management
  • Follow up with clients after training to ensure optimal training results
  • Receive customer complaints calls and check if they can be resolved via phone
  • Visit clients to solve problems and complaints if the problem couldn’t be resolved over the phone
  • Computer assembly
  • Write reports concerning problems and their solutions (in case they got solved), or report them to development in case there was a bug in the software
  • Operating system installation and configuration
  • Software installation including IDS and system applications
  • Hardware and software troubleshooting
  • Antivirus installation, providing Internet connections services and downloads, and follow up
  • Visit Sites
  • Plan and install networks
  • Draw and prepare network infrastructure
  • Guide and direct technical staff in the customer’s institute 
  • Test network connectivity
  • Install networking hardware and configure related software
  • Test network performance
  • Ensure optimal performance of software at client site  
  • Warn client about any potential dangers, crashes, or malfunctions related to software and/or hardware
  • Send a letter to the customer defining the problem and proposing a solution to confirm in case of modifications 
  • Modify applications' reports upon request 
  • Implement workflow or parts of it and properly follow up on it 
  • Consultancy related to customers and development
  • Data conversion and manipulation
  • Maintain proper hardware, system, and software status at IDS
  • Train fellow customer support members on old and newly developed products (exchange of expertise)
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