Responsibilities:
• Receive and Response to customer call/e-mail/fax.
• Logging and Tracking the details of Customer Requests and problems as cases.
• Identify the types, categories, severity and urgency of the case.
• Control and follow up customer cases in order to comply with customer’s Service Level Agreement.
• Identify the case from customers as Maintain or non-Maintain based on customer’s contracts.
• Route customer cases to proper teams to follow up and handle (both internal and external). Including tracking the status of cases until closure.
• Escalate the case to supervisor when the case is going to miss SLA or has a risk to miss SLA.
• Provide technical phone support to customers.
• Provide remote support and/or remote maintenance to customers.
• Provide reports to customers upon requests.
• Maintain and/or Update customer information in the Helpdesk System.
Qualification:
• Male/Female, age not over 27 years old
• Bachelor degree in Telecommunication Engineering, Computer Science, Computer Engineering, Information Systems or IT related fields.
• 0-3years’ experience in IT/Engineering Technical support or Customer Service field.
• Able to understand customer contracts, Service Level Agreement, and Scopes of work.
• Basic knowledge of Computer Hardware, Windows operating system, and MS Office.
• Experience with Remote Applications and Tools such as VNC, PCanywhere, Windows Remote Desktop, VPN, Telnet, SSH will be benefit.
• Good Troubleshooting skills.
• Customer Service mind.
• Excellent communication skill.
• Able to work under pressure and time constrain.
• Able to work in shift and overtime.
• Good command of English.
• Fair typing skill for both English and Thai. (Estimate: 25 words per minute)
Interested applicants should submit your resume stating qualification, previous work experience and position Applied for along with a recent photograph to:
Infinite Computing Systems (Thailand) Co., Ltd
32/35 Sino - Thai Tower, 14th Floor Zone B,
Sukhumvit 21 Rd. (Asoke), Klongtoey - Nue,
Wattana, Bangkok 10110
Attn: Resources Executive
Phone: +66 089-678-9389, +66 086-340-5228
E-Mail: nboonyawan@infinite-th.com
www.infinite-usa.com
