Bang Khae, Bangkok

Management & Support (Call Centre & Customer Service)

Casual/Vacation

฿18,000 – ฿22,000 per month

Apply

Job Overview

– Providing first-line technical assistance to customers, diagnosing and resolving technical issues, and escalating more complex problems to senior team members when necessary

– Involves troubleshooting hardware and software issues, providing customer guidance, and maintaining a high standard of service to ensure customer satisfaction

– Plays a key role in ensuring smooth day-to-day operations for clients through efficient problem-solving

Role & Responsibility

1. Technical Support & Issue Resolution:
– Provide first-level technical support to customers through phone, email, or chat
– Diagnose and resolve basic technical issues, including software, hardware, and network problems
– Escalate unresolved or complex issues to the Senior Technical Support Engineer or relevant teams
– Ensure timely and accurate resolution of issues, meeting service level agreements (SLAs)
2. Customer Communication & Satisfaction:
– Communicate effectively with customers to understand their issues and provide clear guidance
– Provide regular updates to customers on the status of their support requests
– Ensure high levels of customer satisfaction by delivering friendly and helpful service
3. Documentation & Knowledge Base:
– Document troubleshooting steps and resolutions in the ticketing system for future reference
– Contribute to the development of internal knowledge base articles and support documentation
– Maintain accurate records of customer interactions and solutions provided
4. Collaboration & Escalation:
– Collaborate with senior technical support engineers to resolve escalated issues
– Assist in identifying and documenting recurring technical problems for further investigation
– Provide feedback to the technical team regarding common or recurring issues faced by customers
5. System Monitoring & Proactive Support:
– Monitor system performance and proactively identify potential issues before they impact customers
– Assist with regular system maintenance tasks to ensure optimal system performance and stability
6. Training & Development:
– Continuously improve technical knowledge by participating in training and development activities
– Stay up-to-date with product features, updates, and new technologies to better support customers

Qualifications

– Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
– 1-3 years of experience in technical support or IT helpdesk roles
– Strong problem-solving skills and ability to troubleshoot technical issues
– Excellent communication and customer service skills
– Familiarity with ticketing systems and CRM tools
– Basic knowledge of hardware, software, and network troubleshooting

Apply