Responsibilities:
- Respond to customer inquiries and technical issues via phone, email, chat, or ticketing system, ensuring prompt and courteous assistance for a positive support experience.
- Investigate and diagnose technical problems reported by customers or internal users.
- Utilize technical knowledge and problem-solving skills to troubleshoot software, hardware, network, or application-related issues and provide effective solutions.
- Provide feedback to the product development team regarding product improvements or potential issues identified during support interactions.
- Support new customers or users during the onboarding process by providing guidance, training, and assistance.
- Stay updated with the Company's product offerings, industry trends, and emerging technologies.
Requirements:
- Degree or diploma in Computer Science, Computer Engineering, or related field in Cyber security.
- 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.
- Perform root cause analysis, and apply logical troubleshooting methods to reach resolutions.
- Strong documentation skills are important for creating clear and concise technical documentation, troubleshooting guides, and knowledge base articles.
- Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics.
- Support Engineers are required to be on 24x7 standby calls on a rotating basis throughout the year.
Apply, please kindly email your updated resume to [email protected].
Only shortlisted applicants will be notified.
APBA TG Human Resource Pte Ltd (14C7275) || Akshya R (R24122440)
