b_labs is the transformation and digitization arm of B.TECH, on a mission to change the industry as we know it. We spearhead tech innovation at B.TECH, an organization that has been a cornerstone of the Egyptian retail industry. We are the engine powering B.TECH in achieving its goal of becoming the leading omni-channel platform for consumer electronics and appliances in Egypt. By joining b labs, you will get to benefit from a collaborative startup environment, while also enjoying the stability of working within a company that has achieved strong growth year after year. You will be part of a visionary, customer-focused team with an ambitious mission--to become a trailblazer for digital retail within the Middle East.
Responsibilities:
- Logs client-reported defects in our case tracking system for incident management
- Provides constant and ongoing communication with users, including dispatching and tracking of support incidents
- Creates accurate, reliable, and complete case activity updates to maintain an accurate knowledge base
- Optimizes product support workflow to improve service levels and velocity of resolutions
- Ensures proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high
- Supports the onboarding of new technologies and support tools
- Engages users on a day-to-day basis to deliver vibrant interactions and ensure the quality of contributions meets our content and ethical standards
- Delivers training for new users during their onboarding process.
- Provides high-quality user service, escalating where appropriate and accurately recording customer data
- Provides day-to-day functional and technical support to our clients and users
Requirements
- Preferably 1-2 years experience in a similar service desk role.
- ITIL 4 knowledge (preferably certified).
- Experience of ITIL based ticketing systems (e.g. BMC Remedy, Salesforce, ServiceNow, Jira, ImageEngine ...etc).
- Good knowledge of modern IT concepts, cloud, DevOps and CI/CD, APIs and system integrations.
- Technical common IT background. network, security awareness, database concepts, and user access controls/management.
- Knowledge of Magento 2 is a plus.
Benefits
Office environment: When you come to our b_labs office, you'll find creative workspaces, a well-equipped kitchen, and an open design to foster collaboration between teams.
Flexibility: You know best whether you want to work from home or in the office. However, if you want to join your teammates onsite, we will subsidize the costs for lunch to foster the b_labs office community
Equipment: From "Day 1" you will receive all the equipment you need be successful at work. Therefore, you can choose your laptop and get all the tools you need to stay on top of your game.
