Technical Support Engineer
5 days ago
Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or client's CRM in a timely efficient manner.
You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
You will be supporting users in the use of the client platform by providing necessary advice and/or walk-through.
Identify self-service documentation gaps and create Knowledge Base Articles to help the customer.
You will provide support for client customers by managing multiple cases daily.
You will assist peers with their cases.
You will participate in User Acceptance Testing (UAT).
Qualifications:
Any IT or Engineering graduates from a recognized university.
Technical background and an ability to learn and absorb technology quickly.
Great written and verbal communication skills
Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
The ability to communicate effectively with people at all levels.
The ability to have difficult conversations with customers.
The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
Basic understanding of ITIL Skills and business processes.
3 - 5 years working within an IT environment
The ability to work as part of a team and on their own initiative.
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