The primary responsibility of this role is to provide exceptional support to our customers by assisting them with MONITOR related questions involving system installation, system upgrades, as well as identifying and resolving system errors.
Provide system support to MONITOR customers primarily via telephone and email.
Register, troubleshoot, resolve, and manage incoming cases in accordance with MONITOR's SLA standards.
Collaborate with internal teams to resolve complex issues efficiently and effectively.
Ensure customer satisfaction by delivering high-quality support service.
Assist customers in getting the most value from their MONITOR system.
Demonstrate flexibility to work in shifts or outside of normal business hours, as required by the business.
Responsibilities
Provide system support to MONITOR customers primarily via telephone and email.
Register, troubleshoot, resolve, and manage incoming cases in accordance with MONITOR's SLA standards.
Collaborate with internal teams to resolve complex issues efficiently and effectively.
Ensure customer satisfaction by delivering high-quality support service.
Assist customers in getting the most value from their MONITOR system.
Demonstrate flexibility to work in shifts or outside of normal business hours, as required by the business.
Requirements
Bachelor's Degree in Computer Science, Information Technology or any equivalent qualification.
2 years of experience in system support, preferably in manufacturing environment.
Strong analytical and problem-solving skills.
Excellent communication skills, including the ability to actively listen, and ask meaningful probing questions.
Must be able to easily learn and apply system knowledge, work within defined policies and procedures, and use standardized tools and technology to perform job functions.
Excellent working knowledge of system troubleshooting and error debugging.
Familiarity with the Windows Operating System, IT infrastructure, computer networking, and security.
Basic knowledge of SQL and Database Management is required.
Exposure with ITIL and case management is added advantage.
Requires a good command of English, and proficiency in other languages is a plus.
Ability to create effective relationships and collaborate internally and externally, at all organizational levels.
