As a Support Engineer, you will play a vital role within our Customer Operations Center by providing remote technical assistance to customers. Your main responsibilities will include diagnosing and resolving technical issues efficiently to ensure a seamless customer experience. This position offers an excellent opportunity for skill development in a dynamic and supportive environment.
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Responsibilities:
- Assist customers by identifying, analyzing, and resolving technical issues remotely via phone or virtual channels.
- Follow standard procedures for escalating unresolved issues to internal teams.
- Meet performance targets for First Contact Resolution (FCR), remote resolution, and call answering.
- Participate in rotational 24/7 shift duties, including responding to emergency call-outs.
- Continuously learn and develop technical skills to progress toward handling more complex issues.
Qualifications:
- Fresh graduates with a bachelor's degree in Computer Science, Information Technology, or a related field are preferred.
- Strong analytical and problem-solving skills.
- Excellent communication skills, both verbal and written, in English.
- Basic knowledge of networking concepts and protocols is an asset.
- Ability to work in a fast-paced, customer-centric environment.
- Proficiency in using Microsoft Office Suite (especially Excel).
- A customer-oriented mindset with a passion for delivering exceptional service.
- Willingness to work in shifts according to a 24/7 rotation schedule.
- Prior experience in a technical support or operations environment is a plus.
Additional Requirements:
- Strong knowledge of MS Office and able to navigate web-based system applications.
- Good command of English with professional telephone etiquette.
- Basic understanding of networking fundamentals (IP, VLAN, WLAN) is preferred.
- Ability to work under pressure and manage multiple tasks.
Additional Information:
- On-the-job training will be provided.
- Opportunity for career growth and skill development within the organization.
