Deliver service and support to end-users via remote connection or over the Internet.
Interact with customers to provide and process information in response to inquiries, concerns, andrequests about products and services.
Gather customer's information and determine the issue by evaluating and analysing the symptoms.
Diagnose and resolve technical hardware and software issues involving internet connection, email clients,and other internal software to be used for production operations.
Interact with customers to provide and process information in response to inquiries, concerns, andrequests.
Research required information using available resources.
Follow standard processes and procedures.
Identify and escalate priority issues per as specified by the client.
Raise issues to appropriate resources.
Accurately process support tickets using the designated tracking software.
Offer alternative solutions where appropriate with the objective of retaining customers and clients'business;
Follow up and make the scheduled call back to customers where necessary;
Stay current with system information, changes, and updates.
Deploy and deliver the required software and equipment as part of the enablement activity
Qualifications
Degree in Computer Engineering, Information Technology, Computer Science or its equivalent discipline.
Strong knowledge and experience in understanding how information systems are used as applying technical knowledge related to computer hardware or software.
Knowledgeable in programming languages (VB.Net / ASP.NET / HTML /JAVASCRIPT, XML, C++, C)
Database systems experience
Effective decision-making and problem-solving skills
Adept client management and customer-oriented skills
Capacity to adapt or modify processes in response to changing circumstances.
Proper phone etiquette.
Ability to speak and write clearly and accurately.
Demonstrate proficiency in typing and grammar.
Knowledge of relevant software computer applications and equipment.
Knowledge of customer service principles and practices.
Effective listening skills.
Willingness to co-operate with others and work beyond working hours if required.
Minimum of 4hours of weekend working availability on a Saturday or Sunday if required (with pay)
Experience in strategic planning, implementation, and execution
Willing to travel and high level of endurance under difficult circumstances especially dealing with clients.
Effective written and oral communication skills
Strong analytical abilities and skills for rationalizing business concepts
