* What will you be doing?
- As a technical support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support
software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.
- Your responsibilities will include:
+ Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution.
+ Ensure customer satisfaction in Project Support and Maintenance
+ Collect information and perform deep-dive analysis, diagnosis, and troubleshooting
+ Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
+ Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
+ Continually evaluate existing processes to streamline and enhance customer support activities.
+ Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
+ Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
+ Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
+ Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems
+ Generate reports and write documentation, e.g. maintenance guide, monthly case report