Respond to customers’ inquiries, and technical problems, through web portal, live sessions, and telephone.
Address customer business needs, and technical issues through diligent research, reproduction, and troubleshooting, as well as applying acquired knowledge.
Document all technical inquiries, develop and review content for knowledge sharing, for both internal purposes, and customer facing platforms.
Work directly with other global support colleagues, security services, sales, operations, and administration to ensure the long-term success of our customers and the company.
At least 2 years’ experience in Technical Support or a position of similar nature in a software company.
Capable of understanding the technical aspects of a complex system.
Strong technical troubleshooting skills and problem solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions, isolating the root cause.
Must have excellent communication skills and a passion for providing world-class service.
Experience of directly supporting enterprise-level customers.
Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2008/2012/2016 Server.