As a Software Technical Support for level 1, you must have a passion for listening and interacting with people and technology. You desire to deliver a great customer experience where you will fit right in with our team, who aims to ensure that every customer is a happy one at DL ideas.
Job Description:
· Provide aftersales Software technical support;
· Diagnose, troubleshoot and resolve common issues raised by customers;
· Escalate urgent or critical issues to programmer team;
· Handle inbound call, WhatsApp chat group and emails from customers;
· Handle customer queries and requests and explain as layman’s term;
· Takes ownership of customer issues reported and seeing problems through resolution;
· Maintain ticket updates and provide timely updates to customers;
· Maintain and contribute to the Knowledge Bank used by the Technical Support team;
· Prepare user manual for customers;
· Aggregate and provide key customer insights and serve as a liaison between customers and Software Engineering/Product Development team;
· Able to pick up IT-related skill set that will be useful;
· Complete assigned tasks in a timely manner to meet expected turnaround time.
Requirements:
· At least Professional Certificate/NITEC in Computer Science/Information Technology or equivalent;
· Experienced in providing Software technical support for web applications as Tier/ Level 1 for at least 1 year;
· Responsible and strong attention to detail;
· Polite and Customer service-oriented;
· Good communication skills using English to customers as well as colleagues;
Rewards & Benefits
· Annual Leave, Medical Leave, Attendance Incentive
· Friendly working environment
· Remuneration: attractive salary package (Negotiable based on experience)
· 5 days working week
· Reward will be given based on performance
We are a result-orientated company. To us, delivering work on time and accurately is the most important key to valuing an employee. We are looking for energetic and committed personnel who are self-motivated and willing to learn. We want the employees to grow together with the company.
If you would like to apply for this position, please kindly send your CV with the following information to [email protected]:
• Reason for leaving your current job
• Last drawn salary and expected salary
• Notice period
