Technical Support Engineer

Department : Service Delivery / Technical / Developer

Responsibilities

• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Develop and maintain continuous integration and deployment pipelines for product / solutions changes.
• Log cases, provide information, and troubleshoot to solve customer problems according to company’s KPI (Key Performance Indicators) for the business.
• Manage customer expectations based on customer entitlement.
• Keep customers informed, set, and follow commitments, keep precise case documentation, and case ownership, and add case resolution to knowledge management service.
• Engage team members for support as required to ensure internal or external business and end users / clients Service Level Agreements (SLA) demands are met.
• Elevate and / or escalate to next level in a timely manner when the case is complex.
• Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
• Active and self-paced improvement of technical and business process knowledge.
• Independently and actively improve the quality metrics towards the achievement of targets.
• To perform 24 x 7 hours and after office hours for standby duties that may apply to support client’s local & overseas operations.
• Assist in any other ad-hoc task assigned by your superior or management.

Requirements

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