Responsibilities:-- Responds to customer technical problems / issues related to hardware, software and networking via email/chat, social media, phone and online
Assists customers by diagnosing problems and providing resolutions for technical service or care issues- Monitors and tracks issues to ensure accurate resolution
Advises / educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls / contacts
Identifies, researches and provides input on unique or recurring customer problems- Focuses on delivering a positive customer experience according to company standards
Reviews and distributes pertinent cross-functional information
- Constantly review working processes to recommend improvements
Ensuring that repairs meet quality standards in order to maximize bedside unit uptime, and ensure the maximum technical availability to customers.- Escalates more complex customer technical issues to senior level support
Adherence to company procedures, including ensuring that health and safety policies and procedures are followed at all times
- Ad-hoc duties are required
Bch Degree / Advanced Diploma / Diploma holders in Computer Science / IT related discipline with minimum 2 years working experience
- Fresh graduates are also encouraged to apply
Experience in providing direct support to end-users either in customer service / field engineering or corporate help desk are also encouraged to apply- Those with professional certification will have an added advantage
Strong understanding and technical ability for desktop and laptop, software system and application supported
- Speak, read and write proficiently in English
Added language skills will be an advantage
Job Type: Full-time
Schedule:
Day shift
