Evaluate web based platforms and mobile phone applications for functionality, performance, reliability and overall quality.Test Execution - perform various types of testing, including functional, performance, visual, content and crashDefect Reporting -document identified defects with a clear and detailed written information

• Work closely with remote colleagues to learn newly acquired software in order to support it• Advanced analytical, problem diagnosis, troubleshooting and resolutions skills.• Ticket management using Zendesk/Salesforce• Effective communication of technical solutions to non-technical customers• Well versed in current software support practices and tools including: troubleshooting, virtual environments, issue tracking, log investigation and ticket management.• Knowledge-based article creation• Inbound/Outbound calls

Lead, advocate and drive awesome customer experience from the front and ensuring the customer’s success every time. • Represent 90 Seconds to our customers as a trusted advisor, advocate and subject-matter-expert via chat in Intercom• Drive customer success activities by increased timely engagement with customers • Leverage powerful real-time data from the 90 Seconds platform • Ensure customers get maximum value from 90 Seconds by leveraging full platform functionality • Work closely with the Success and Growth teams globally to ensure a seamless video production process for customers • Article-writing for our knowledge base which we use to support users globally to answer frequently asked questions.• Update work processes documentations in our internal site• Finance and Administrative tasks • Website content uploading/updating (WordPress)

• Serve as the single point of contact for all IT related incidents and requests.  Log all calls through the service desk ticketing system and escalates requests or incidents when deemed necessary. Answer support queries over the phone.• Incident Management tasks include but are not limited to Assigns the appropriate severity and priority based on business impact Engages with the appropriate resolving group for High severity incidents Validation and evaluation of technical and or operational information pertaining to the incident Manage incident resolution using appropriate resources Sends outage notifications to all it users• Request Fulfilment tasks include but are not limited to Computer login and application (JDE and Glide) password reset, unlock of accounts Process access for new and leaving employees Creation of employee’s user’s email Creates email distribution lists and secure groupsTechnical Lead Responsibilities:• Work Process: Proactively seek improvements and enhancements to service support according to the business objectives Provide processes for agents to utilize to meet case resolution requirements Communication of new or revised processes on time Updating knowledge-based changes on the internal database Ensure that account processes are aligned with the Global Processes• Technology: Account change control and management Escalate and follow-up on new releases or maintenance activities (product/process) Provide support to the agents when the release information is received (product/process) • Quality: Ensure that the service provided by the agents is to the best quality Proactively seek improvements and enhancements to quality of service  Perform such other duties which the Service Desk Manager may require.

Receive, log and escalate service requests as a first point of contact for the MIS Department following agreed procedures• Troubleshoot incidents for network issues, pc and laptop issues, Outlook, printer and mobile phone problems (HTC, Blackberry, Nokia)• Reset password / Unlock account• Process resigned and newly-joined employees• Install software for users from different regions of Halcrow.• Create FTP folders for users upon request• Perform hands-on troubleshooting occasionally• Liaise with team members and the Service Desk Team Leader to identify appropriate levels of escalation where necessary• Diagnose faults and service requests referring to team members where necessary in order to resolve problems.