全职 Technical Support Executive 工作, 薪水, Synergy Alliance Perak 公司招聘中 - Ricebowl

Key Responsibilities:

• Provide first and second-level technical support for our systems, including hardware, software, and peripheral devices.

• Respond to customer issues via phone, email, and chat promptly and professionally.

• Diagnose and troubleshoot technical issues, identifying root causes and implementing effective solutions.

• Guide customers through step-by-step troubleshooting processes, ensuring clear and understandable instructions.

• Escalate complex issues to higher-level support or relevant departments when necessary.

• Document all support interactions, including issue descriptions, solutions provided, and follow-up actions.

• Assist in the installation, configuration, and maintenance of our systems.

• Conduct remote training sessions and provide user education to enhance customer understanding and usage of the systems.

• Collaborate with the product development team to report bugs, suggest improvements, and contribute to product enhancement.

• Stay updated with industry trends, software updates, and new technologies.
  

Requirements:

• Diploma or degree in Information Technology, Computer Science, or related field.

• Proven experience in technical support, preferably in the POS system industry.

• Strong understanding of POS hardware components and software applications.

• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.

• Proficiency in using remote support tools and diagnostic software.

• Exceptional communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. Mandarin proficiency is an added advantage

• Customer-focused mindset with a passion for delivering high-quality support.

• Ability to work independently and as part of a team in a fast-paced environment.

• Flexibility to work various shifts, including evenings and weekends, as needed.