Responsible to provide Technical Support over-the-phone and email, troubleshooting with customer's computer hardware, software, network and ISP.
Key Duties
Provide technical phone support to customers
Resolve Customers technical queries in a timely manner
Activate on-site repair with part recommendation or trigger replacement in event of genuine hardware failure
Case management and follow up till closure
Provide accurate and understandable info to customer remotely
Troubleshooting with customer’s computer hardware, software and network
Ensure customers issues/complaints are addressed or escalated to next level
Maintain high level of customer satisfaction
Maintain accuracy in logging or updating call details in call tracking tools
Be familiar with customers service policy, processes, product, technical specs and escalation channels
Requirements:
For Technical Support – Singapore /Hong Kong
Min Diploma in IT with one year Technical Helpdesk experience
IT knowledge of Windows OS
Experience dealing with corporate customers
Strong understanding of Network operations (WAN, LAN)
Experience supporting Internet setup/use on Windows 98/NT4/ME/2000/XP
Working understanding of TCP/IP, IP Addressing and DNS
Working experience in configuration and trouble shooting of CISCO hardware
Strong Experience and working knowledge with configuring DSL connections, VPN, ISDN and associated hardware devices
Working knowledge of modem protocols and settings, including: V90, V.34, 56Flex and the AT Command set ups
Experience with other common Internet Protocols; SMTP, POP3, HTTP, HTTPS, FTP, Telnet, SSH and NNTP
For Hong Kong technical support, able to communicate in Cantonese and English and Mandarin ( Read and Write )
In addition to an attractive remuneration and benefits package, we also offer excellent career prospects in a dynamic team environment to successful candidates. Interested applicants, please e-mail your full resume with photograph, current & expected salary to staffing.my@pacnet.com
