Responsibilities:
- Assign request and liaise between customer and developer, using background knowledge on Application support.
- Understand customer’s requirements in order to communicate and guide developer to complete customer’s request within an appropriate timeline.
- Monitor progress of requests from start to finish and ensure customers and other interested parties are kept informed via ticketing tool.
- Provide correct response to different types of request and ensure all work is carried out and documented in accordance with required standards, methods and procedures.
- Documents production problems for appropriate action.
- Learn customer's operations and systems and prioritize customer requests according to established guidelines
- Maintain quality service levels and call resolution times for various problems and issues.
- Establishes and maintains cooperative and supportive relationships with customers.
- Performs related duties as required
- Assists in the researches, analysis, problems, and coordination of department staff, as needed
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