Knowledge Transfer IT Engineer

Responsibilities:

1. Ensure the adoption and maximize the utilization of the MCX service by the end customer. The goal is to ensure that Streamwide’s MCX solution features and functionalities are fully leveraged to achieve operational objectives.
2. Minimize reliance on partner team (Company/Client) by equipping the customer with the necessary knowledge for self-sufficiency.
3. Train staff to manage day-to-day operations effectively, including troubleshooting and incident resolution when necessary.
4. Share lessons learned and best practices for addressing real-world scenarios, such as emergencies and peak-load situations.
5. Handle tickets coming from internal and external customers regarding the product within SLA for our desktop, Android and iOS apps.
6. Take end-to-end ownership of customer requests by following internal process.
7. Test and troubleshoot the issues reported by customers and provide the results to the technical teams.
8. Manage interactions with all teams involved in the product in order to solve the customer request.
9. Identify, track and report product issues.
10. Provide training to customers on product features when needed.
11. Create periodical reports, statistics and documentation related to customer support.
12. Escalate issues to supervisor when needed.

Minimum Requirements:

1. Minimum 2 years of customer support and Knowledge Transfer IT experience in a software company.
2. Passion for problem solving and investigation.
3. Excellent ability to communicate with customers in Arabic and English.