Engineer, Technical Support, L1 (Application Support)

Job Description:

  • Managing client calls and forward to concerned account managers.
  • Research and identify solutions to software issues.

  • Diagnose and troubleshoot technical issues.

  • Ask customers targeted questions to quickly understand the root of the problem.

  • Track computer system issues through to resolution, within agreed time limits.

  • Talk to 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 clients.

  • 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.

  • Prepare accurate and timely reports.

  • Document technical knowledge in the form of notes and manuals.

  • Maintain jovial relationships with clients.

Requirements:

  • 1-3 years of experience as a Technical Support, L1 (Application Support) in an IT Company.
  • Bachelors in Computer Science or Degree in technical related field.
  • Basic experience in coding or software development. Basic SQL query knowledge
  • Should possess an excellent communication skill.
  • Minimum any web application supported knowledge
  • Calling experience
  • Good Customer handling skills

Send resume to [email protected]