Complete technical tasks, assignments and provide technical solution to service centre via ticketing system within SLA.
Track ticket status and make sure no missing SLA (service level agreement).
To prepare daily and detailed technical support report.
Carry out a regular review of product performance / repair / returns data.
Updating daily and weekly status reports when required to supervisor or manager in a timely manner.
Capable to perform technical diagnosis fault findings.
Able to contribute to root cause analysis, rectification process and solutions.
Able to do site visit and gather information to assist technical team to prepare solution and proposal.
Develop training material and deliver courses to Authorized Service Centre, Call Centre agent and Enterprise Customer technical staff.
Close liaison with Authorized Service Partner to ensure consistent understanding of technical issues and communicate the commercial impact to key stakeholder.
Execute ad-hoc strategic initiative as and when required by management.
Requirements:
Candidate must possess at least a Diploma in Engineering (Computer/Telecommunication), Computer Science/Information Technology, Mathematics, Science & Technology or equivalent.
At least two (2) years of working experience in the related field.
Able to work well in a fast-paced environment, excellent problem solving skills and take initiative in leading change to improve customer satisfaction.
Fast learner who is pleasant, patient and self-disciplined.
