Tek Experts

Tóm tắt công việc

As a customer facing support engineer your role will be to provide phone and email based technical support to corporate customers while ensuring ticket resolution and customer satisfaction. Supported by our quality assurance team, subject matter experts and training and development department, you will have a comprehensive induction and training program to ensure you deliver exceptional customer service.

Responsibilities

• Being the first technical contact point for customers to support users/ customers on such IT products related to Microsoft Dynamics.
• Helping them to solve ongoing issues with different software solutions.
• Performing troubleshooting analysis requests for technical assistance via phone, email, virtual sessions and any other form of communication in a timely, effective, and efficient manner.
• Identifying and escalating situations requiring urgent attention, understanding business impact and priorities.
• Following best practice ticket management processes, including ticket documentation, transferring, escalation and enhancement request submission.

Education and Experience:

• University/College degree in IT advantage
• 1-3 years working experience (part-time experience is acceptable)

Preferred Skills /Qualifications:

• Good technical base & Microsoft knowledge like: Networking, DNS, Windows Server, Active Directory, IIS, SQL server, SQL Reporting Services, SharePoint, Exchange, Web Browser, etc.
• Experience of working with any ERP/CRM solution (Dynamics AX/CRM is not mandatory).
• Good communication skill.
• Support experience in enterprise environment is an advantage.
• Excellent in English (both writing & speaking skills)