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ResponsibilitiesResponds 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 reviews working processes to recommend improvements.
Ensures that repairs meet quality standards in order to maximize bedside unit uptime and ensure maximum technical availability to customers.
Escalates more complex customer technical issues to senior level support.
Adheres to company procedures, including ensuring that health and safety policies and procedures are followed at all times.
Ad-hoc duties are required.
RequirementsBachelor's Degree / Advanced Diploma / Diploma holders in Computer Science / IT related discipline with a minimum of 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 is also encouraged to apply.
Those with professional certification will have an added advantage.
Strong understanding and technical ability for desktop and laptop software systems and applications supported.
Speak, read, and write proficiently in English.
Added language skills will be an advantage.#J-18808-Ljbffr