Job Description

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

• Day shift