Technical Support Engineer
Maintenance Technical Support
Salary
Location
Job Overview And Responsibility
-Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution. -Ensure customer satisfaction in Project Support and Maintenance -Collect information and perform deep-dive analysis, diagnosis, and troubleshooting -Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues -Manages the status of issues raised and ensure they are resolved effectively in a timely manner. -Continually evaluate existing processes to streamline and enhance customer support activities. -Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations. -Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients. -Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases. -Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems -Generate reports and write documentation, e.g. maintenance guide, monthly case report
Required Skills and Experience
-Min Diploma in Information Technology/Computer Science/ Computer Engineering -Preferably > 1 year experience in IT Industry managing large-scale applications support -Strong technical development background and experience with full project lifecycle. -Pro-active, customer-focused, and comfortable dealing with clients/vendors directly. -Excellent communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts. -Highly energetic, motivated team player, able to work under tight timelines and pressure to participate in digital transformation journey -Good interpersonal skills, resourceful, take ownership -Organized, meticulous, and able to work independently -Strong analytical and troubleshooting skills -Delivered B2B services effectively and efficiently, aware of service management preferred. -Preference given to vendor–based software delivery experiences. -Experience in Software Development and Microsoft SQL Server will be an advantage -Able to converse with mandarin speaking clients.
Why Candidate should apply this position
Benefits will be shared in details for successful candidates
Preferred skills and experiences
Prioritize candidates who can onboard as soon as possible
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