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14 Jul 2017

Full-Time Technical Support Specialist

Apar Technologies Sdn Bhd – Posted by willipechan Anywhere

Job Description

Position Summary & Key Areas of Responsibility:

Responsibility is to remotely coordinate the resources required to manage problem resolution for NCR POS products and services
Primary role is to coordinate and provide services in a profitable environment that supports our values and the business as a whole.
Isolate problems and create resolution plans; Log problem resolution- maintains databases;
Support the resolution of known software problems to be fixed in later releases;
Prepares standard reports to ensure Service Level Agreement is represented accurately
Works directly with the customer or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer’s problems;
Responsible for developing or collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer’s problem
Performs additional troubleshooting activities, escalates problems to the appropriate party(s), and assists in communicating the solution to the customer; Number and type of systems and customers supported will be dependent on the candidate’s technology, product, and project management skills

Requirements:

Strong technical background
Minimum of 2 years BPO Technical Support experience
Good analytical and problem solving skills
Up-to-date technical knowledge
Knowledge of relevant software computer applications and equipment
Should have Bachelor Degree / Diploma in Information Technology
Should have good communication skills and would able to communicate with overseas customers
Would be able to respond back to the technical quarries and close the calls as per the given timeline
Would be able to manage day to day task as early and closely work with team manager.
Should have learning attitude and closely work with team lead or team manager
Familiar with ITIL Incident & Problem Management would be added advantage
Technically inclined in Networking & Windows concepts
Comfortable with 24/7 shift rotation basis

How to Apply

You may send in your updated CV to willipe.chan@apar.com

Job Categories: Analyst. Job Types: Full-Time. Salaries: 20,000 - 40,000.

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