Helpdesk
Synesis Placement Solutions Co. Ltd.
Bangkok
6 วันที่แล้ว

Company Industry : IT

Total experience : 0 - 3years in IT / Engineering, Technical Support or Customer Service fields

Working time : work as shift (24*7)

Responsibilities :

  • Receive and Response to customer call / e-mail / fax.
  • Logging and Tracking the details of Customer Requests and problems as cases.
  • Identify the types, categories, severity and urgency of the case.
  • Control and follow up customer cases in order to comply with customer’s Service Level Agreement.
  • Identify the case from customers as Maintain or non-Maintain based on customer’s contracts.
  • Route customer cases to proper teams to follow up and handle (both internal and external). Including tracking the status of cases until closure.
  • Escalate the case to supervisor when the case is going to miss SLA or has a risk to miss SLA.
  • Provide technical phone support to customers.
  • Provide remote support and / or remote maintenance to customers.
  • Provide reports to customers upon requests.
  • Maintain and / or Update customer information in the Helpdesk System.
  • Qualification and Requirements :

  • Male / Female, age not over 27
  • Bachelor degree in Telecommunication Engineering, Computer Science, Computer Engineering, Information Systems or IT related fields.
  • 0-3 years’ experience in IT / Engineering Technical support or Customer Service field.
  • Able to understand customer contracts, Service Level Agreement, and Scopes of work.
  • Basic knowledge of Computer Hardware, Windows operating system, and MS Office.
  • Experience with Remote Applications and Tools such as VNC, PCanywhere, Windows Remote Desktop, VPN, Telnet, SSH will be benefit.
  • Good Troubleshooting skills.
  • Customer Service mind.
  • Excellent communication skill.
  • Able to work under pressure and time constrain.
  • Able to work in shift and overtime.
  • Good command of English.
  • Fair typing skill for both English and Thai. (Estimate : 25 words per minute)
  • Please kindly refer this job to anyone you know whose qualifications seem to match with the requirements of this job.

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