CARENET GROUP is one of a leading recruitment and outsourcing company in Thailand. Our clients come from various industry including but not limited to the fields of Telecommunications Engineering, IT, Technology, Manufacturing, Banking and Financial Services, etc. Our motto is "GREAT JOBS + GREAT PEOPLE".

RESPONSIBILITIES 

• Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies.
• Logging and Tracking the details of customer requests and problems as tickets.
• Identify the types, categories, severity, and urgency of the ticket.
• Provide technical/non-technical phone support to customers.
• Provide remote support and/or remote maintenance to customers.
• Control and follow up customer tickets in order to comply with customers Service Level Agreement.
• Identify the ticket from customers as Maintain or non-Maintain based on customers contracts.
• Act as a further escalation point for unresolved or escalated calls;
• Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
• Provide report to customer upon requests.
• Maintain and/or Update customer information in the Service Desk System.
• Participate and assist in driving knowledge management process.
• Others as assigned by Project Manager/Team lead

QUALIFICATIONS 

• Male or Female, age not over 27
• Bachelors Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields.
• 0.5-5 years experience in IT/Engineering Technical support or Customer Service area.
• Proficiency in English.
• Able to understand customer contracts, Service Level Agreement, and Scopes of work.
• Basic knowledge of Computer Hardware, Windows operating system, and MS Office.
• Good Troubleshooting skills and Customer Service mind.
• Excellent communication skills.
• Able to work under pressure and time constrain.
• Able to work in shift and overtime.
• Fair typing skill for both English and Thai. (Estimate: 25-30 words per minute)

Salary: 16,000 - 23,000 baht/month

Contract: 1 Year

Location: FTH, Exchange Tower 22nd-23rd Floor, Exchange Tower, 388 Sukhumvit Road, Klongtoey, Bangkok, Thailand 10110.

Working time: Shift work. Ability to work flexible, 24x7, rotating shifts, including weekends and public holidays.

Benefits: SSO, Health Insurance, Health check up