**_ Responsibilities: _**
- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
- Respond to service, product, technical, and customer
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
- Evaluate unique or complex installations or configurations and make recommendations for resolution.
- Articulate clearly in writing and verbally.
Add case resolution to KMS.
- Represent companyin a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
- Engages team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
- Develop partnership with and assist the Sales Pursuit team.
**_ Education and Experience Required: _**
- Vocational: apprenticeship/certification completion.
May be technical or non-technical.
May include on
- the-job training in addition to studies.
In some locations, completion may be recognized by diploma.
Advanced programs may be 2+ years.
Associate degree: first attainable degree at the post-high school level.
Typically 2 year completion beyond High School level (i.e., Associate of Arts, GCE 'A' level (Singapore), etc.
), or equivalent experience.
- 1-3 years experience in relevant technologies and customer environments.
- Relevant industry qualification where applicable.
**_ Knowledge and Skills: _**
- Excellent verbal and written communication skills in language to be supported.
- Experience in troubleshooting in a technical environment.
- Excellent analytical and problem solving skills.
- Software and hardware knowledge of computing, storage and peripheral devices.
- Advanced proficiency with case management databases and tools.
- Superior customer service skills.
- Phone and remote support experience.
E-support experience and knowledge.
- Understand the customer to be an advocated for the customer.