Work Place: Fujitsu Thailand Head office , Exchange Tower 22f.-23f. Work Time: Ability to work flexible, 24x7, rotating shifts, including weekends and public holidays

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 customers.
• Control and follow up customer tickets in order to comply with customer's Service Level Agreement.
• Identify the ticket from customers as Maintain or non-Maintain based on customer's 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 45
• Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields.
• .0.5-3 years' experience in IT/Engineering Technical support or Customer Service area.
• Proficiency in English.
• 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 constraint.
• Able to work in shift and overtime.