Responsibilities:
- Listen to the customer needs and propose right solution.
- Ensures timely processing of customer requests and helps resolve customer disputes.
- Collects diagnostic information on requests received by resellers and customers
- Replies and resolve customer issues or incident via CSS
- Escalate case or incident to partners if cannot resolves via CSS
- Provides necessary reports on the work done in accordance with internal procedures and instructions
- Compose knowledge-sharing articles and provide trainings to internal colleagues if necessary
- Training resellers and customers
- Train new team members when needed.
- Perform product testing and provide feedback to the product team
- Channel Enablement/Training sessions and to arrange for Presenting Assigned Product(s) Solutions to Both Channel Partners and End-customers.
- Required to take exam.
- Other task assigned my management.
Requirement:
- Degree in Computer Science or IT field.
- 1-2 year Customer service experience, System administration is a plus.
- Excellent in English.
- A clear, concise and friendly telephone manner.
- Excellent customer service skills.
- Good troubleshooting and problem resolution skills.
- Excellent written and verbal communication skills.
- Experience in a customer-facing role, supporting software users via telephone.
- Experience of installing, upgrading, troubleshooting and configuring PCs.
- Understanding of staying safe online and keeping a computer clean from malware, advertisements, toolbars and any unwanted programs.
- IT systems knowledge, including the installation and configuration of operating systems.
- Experience of Anti-virus software
- Knowledge of Windows XP.
- Windows 7 or 8 at an advanced level.
- Windows server familiars and mail server.
- Troubleshoot and resolve basic Windows, software, and network issues.
- Knowledge of Linux is a plus.
Working Hour: 8:00am-5:00pm
Working Date: Mon-Sat (half day)
Salary Range: 150$-500$
Allowance: Have
Commission: Have
Public Holiday: 70%
Annual Leave: 18day per year
Bonus: Have trip or other depend on company