JOB DETAILS

JOB DETAIL

- Act as the primary support point for customers issues.
- Provide ongoing application configuration, interface, and other application technical tasks.
- Perform embedded device hardware troubleshoot, firmware troubleshoots and patch update;
- Provide technical support to our customers over phone and email. This includes configuration, modification, firmware upgrade and answer technical questions on the products.
- Identify root causes for reported customer issues and develop appropriate solutions to minimize customer downtime and impact on customer’s business.
- Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
- Developing and maintaining specialist knowledge and skill in supported products and in those products associated with supported products, as required.
- Effectively assess technical situations and establish case priorities/severities in accordance with their service level agreement.
- Analyze customer configuration and effectively use internal and external resources.
- Manage caseload in adherence to departmental goals/policies.
- Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details.
- Work individually and with a team to solve technical problems while communicating trending issues and best practice.
- Provide standby, public holidays cover and after hour service as needed to meet business requirements

REQUIRED WORK EXPERIENCE

Education and Experience:
- Preferred Male
- Technical Certification from an accredited institution required or equivalent work experience
- 4-year degree from an accredited institution preferred
- At least 1-2 years of work experience in LED Installation is a must
- Strong oral and written communication skills being able to communicate effectively via printed material, on the telephone, and over electronic services.
- Experience in handling difficult or sensitive situations.
- Manage client requests in an accurate and timely manner.
- Flexibility, versatility, and responsiveness.
- A sense of organization, discipline.
- Customer-focused, positive and professional attitude.
- Excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate.
- Ability to multitask, including multiple high priority issues and the ability to set and manage expectations
- Self-motivated with a desire to learn and develop new skills.
- Relevant experience with Time systems or applications with equivalent complexities.
- Basic understanding of computer networking protocols and concepts.
- Must be able to work Monday through Friday from 9:00am to 6:00pm and be punctual.
- Capable of working independently in countryside settings.