Job Description & Requirements
· Research and identify solutions to software issues
· Ask customers targeted questions to quickly understand the root of the problem
· Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
· Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
· Provide prompt and accurate feedback to customers
· Refer to internal database or external resources to provide accurate tech solutions
· Ensure all issues are properly logged
· Prioritize and manage several open issues at one time
· Follow up with clients to collect requirement and conduct demo
· Prepare accurate and timely reports
· Document technical knowledge in the form of notes and manuals
· Maintain jovial relationships with clients
Requirements
· Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
· Good understanding of computer systems, mobile devices and other tech products
· Ability to diagnose and troubleshoot basic technical issues
· Familiarity with remote desktop applications and help desk software
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
· Diploma in Information Technology, Computer Science or relevant field
· Working experience in Online Learning System is a plus
