Primary Functions:
- Customer Support: Respond to customer inquiries and technical issues through various channels such as phone, email, chat, or ticketing system. Provide prompt and courteous assistance, ensuring customer satisfaction and a positive support experience.
- Troubleshooting and Issue Resolution: Investigate and diagnose technical problems reported by customers or internal users. Use your technical knowledge and problem-solving skills to troubleshoot software, hardware, network, or application-related issues and provide effective solutions.
- Technical Documentation: Create and maintain detailed documentation of support processes, troubleshooting procedures, and frequently asked questions (FAQs). Contribute to the knowledge base to facilitate self-service support for customers and enhance the efficiency of the support team.
- Collaboration with Internal Teams: Collaborate with other teams such as development, quality assurance, and product management to escalate and resolve complex technical issues. Communicate effectively with stakeholders to provide timely updates on issue resolution progress.
- Product Testing and Feedback: Assist in testing new product features, enhancements, or bug fixes to ensure their functionality and reliability. Provide feedback to the product development team regarding product improvements or potential issues identified during support interactions.
- Training and Onboarding: Support new customers or users during the onboarding process by providing guidance, training, and assistance. Help them understand product features, configurations, and best practices to maximize their usage and satisfaction.
- Continuous Learning: Stay updated with the company's product offerings, industry trends, and emerging technologies. Continuously enhance your technical skills and knowledge through training, certifications, and self-study.
- Service Level Agreement (SLA) Compliance: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed-upon timeframes and service standards.
Requirement:
- Technical Knowledge: Possess a solid understanding of computer systems, networks, software applications, and troubleshooting methodologies. Firm understanding of TCP/IP, OSI Layer, network security, Internet, DNS, network routing and switching and common protocols.
- Communication Skills: Excellent verbal and written communication skills are essential. You should be able to effectively communicate technical concepts to both technical and non-technical users. Active listening skills are important for gathering information and understanding customer issues.
- Problem-Solving Abilities: Strong analytical and problem-solving skills are required to identify and resolve technical issues efficiently. You should be able to think critically, perform root cause analysis, and apply logical troubleshooting methods to reach resolutions.
- Customer Service Orientation: A customer-centric mindset and a passion for providing exceptional customer service are crucial. You should have the ability to empathize with customers, remain patient and calm during challenging situations, and deliver clear and concise instructions or solutions.
- Teamwork and Collaboration: The role of an Associate Support Engineer often involves working closely with cross-functional teams. You should be able to collaborate effectively with colleagues, escalate issues when necessary, and contribute positively to a team-oriented environment.
- Technical Documentation: Strong documentation skills are important for creating clear and concise technical documentation, troubleshooting guides, and knowledge base articles. This helps in ensuring consistent and accurate support practices.
- Adaptability and Learning Agility: The technology landscape evolves rapidly, so you must be adaptable and quick to learn new technologies, products, and tools. A proactive attitude towards continuous learning and staying up-to-date with industry trends is highly valued.
- Service Level Agreement (SLA) Compliance: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed-upon timeframes and service standards.
Other Information:
- Working hours: 9am to 6pm, Mon-Fri*
- Standby Duties after office hours on rotating basis with team members
- Salary will commensurate with qualifications and experiences
- 13-month AWS / Variable bonus
- Selected candidates might be selected to pursue these specializations in future:
o Security Awareness
o Defensive Security
o Offensive Security
- Training consisting of in-house and vendor-led will be provided. Additional sponsored training available to confirmed staffs subject to performance assessment.
*Support Engineers are required to be on 24x7 standby calls on a rotating basis throughout the year.
Interested candidates, please apply via the “Apply Now” button below.
We regret that only shortlisted candidates will be notified.
