I.t Customer Support
1 week ago
Ertibat Technology Solutions (ETS) was established with the aim of becoming a major provider in the IT Industry in Qatar. With the founding staff having more than twenty years of experience in the Information Technology field, ETS commenced its business under the umbrella of Ertibat International
Issue Resolution: Diagnose and resolve software problems by analyzing system logs, conducting research, and utilizing available resources. Provide step-by-step instructions or guidance to customers to help them overcome software-related challenges.
Troubleshooting: Identify and troubleshoot hardware and software compatibility issues that may affect the functionality of the POS system. Collaborate with other IT teams, such as hardware support or software development, to resolve complex issues.
Documentation: Create and update technical documentation, including FAQs, user guides, and knowledge base articles, to assist customers in self-solving common issues and to improve the efficiency of the support process.
Escalation Management: Prioritize and escalate unresolved issues to appropriate teams or higher-level support, ensuring timely resolution of critical customer concerns.
Customer Training: Conduct training sessions or provide remote assistance to customers on using the POS software effectively, including new feature introductions and software updates.
Quality Assurance: Test and validate software updates, patches, or bug fixes before they are released to customers. Provide feedback to the development team regarding the performance, usability, and overall quality of the software.
Customer Feedback: Actively gather customer feedback and suggestions, identifying trends or recurring issues. Share feedback with the product development team to contribute to software improvements and enhancements.
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