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

Work Place : FTH, Exchange Tower

Work Days : Ability to work flexible, 24x7, rotating shifts, including weekends and public holidays

Fair command of English
สามารถทำงานเข้ากะได้ 24*7 หยุดไม่ตรง เสาร์ - อาทิตย์


QUALIFICATIONS :

- Male or Female, age not over 27
- Bachelors Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields.
- 3 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)