IT Calldesk (English Skill)

หน้าที่และความรับผิดชอบ

• Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies.
• Logging and Tracking the details of customer requests and problems as tickets.
• Identify the types, categories, severity, and urgency of the ticket.
• Provide technical/non-technical phone support to customers.
• Provide remote support and/or remote maintenance to customers.
• Control and follow up customer tickets in order to comply with customer’s Service Level Agreement.
• Identify the ticket from customers as Maintain or non-Maintain based on customer’s contracts.
• Act as a further escalation point for unresolved or escalated calls.
• Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
• Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
• Provide report to customer upon requests.
• Maintain and/or Update customer information in the Service Desk System.
• Participate and assist in driving knowledge management process.
• Others as assigned by Project Manager/Team lead.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• Male or Female, age not over 30
• Bachelor’s Degree in Computer Science, Information Systems, or IT related fields.
• 1-2 years’ experience in IT helpdesk or Customer Service area.
• Able to understand customer contracts, Service Level Agreement, and Scopes of work.
• Basic knowledge of Computer Hardware, Windows 10, and O365.
• Good Troubleshooting skills and Service mind.
• Good English communication skills.
• Able to work under pressure and time constrain.
• Able to work in shift and overtime.

สวัสดิการ

• ประกันสุขภาพ
• ประกันสังคม

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