Company Industry : IT
Total experience : 0 - 3years in IT / Engineering, Technical Support or Customer Service fields
Working time : work as shift (24*7)
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.