Engineering Enablement Specialist (Tier 1)

หน้าที่และความรับผิดชอบ

• First-Line Technical Support: • Serve as the primary point of contact for customers experiencing technical issues with Metthier's products and systems. • Provide prompt and courteous support via multiple channels, including phone, email, chat, and ticketing system. • Conduct initial troubleshooting and diagnosis of reported problems, guiding users through basic solutions and workarounds. • Gather detailed information from customers, accurately documenting symptoms, steps taken, and system configurations.
• Issue Resolution & Escalation: • Resolve common technical issues and answer frequently asked questions related to product functionality, system access, and basic configurations. • Escalate unresolved or complex issues to Tier 2/3 support teams, providing a clear and comprehensive handover of all gathered information and troubleshooting steps. • Monitor escalated tickets and follow up with customers and internal teams to ensure timely resolution.
• Documentation & Knowledge Management: • Accurately log all support interactions, troubleshooting steps, and resolutions in the ticketing system. • Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and common solutions. • Identify recurring issues and suggest improvements to product documentation or internal processes.
• Shift-Based Operations: • Adhere to a rotating shift schedule, including evenings, weekends, and holidays, to ensure continuous support coverage for our global customer base. • Maintain consistent performance and professionalism across all shifts.
• Customer Satisfaction: • Focus on delivering excellent customer service, ensuring a positive and efficient support experience. • Clearly communicate technical information to non-technical users in an understandable manner.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• • 1-3 years of experience in a technical support, helpdesk, or customer service role, preferably in a technology-driven environment.
• • Strong understanding of IT fundamentals, including operating systems (Windows, Linux), networking concepts, and basic software applications.
• • Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly and patiently.
• • Strong problem-solving and analytical skills, with a methodical approach to troubleshooting.
• • Ability to work effectively in a fast-paced, high-volume environment.
• • Flexibility to work in rotating shifts (including nights, weekends, and holidays).

สวัสดิการ

• ตามข้อตกลงของบริษัท
• สิทธิการเบิกค่าทันตกรรม

สวัสดิการอื่นๆ

• กองทุนสำรองเลี้ยงชีพ
• ประกันอุบัติเหตุ
• สหกรณ์ออมทรัพย์สำหรับพนักงาน (มีปันผล,ทุนการศึกษาบุตร)

สนใจสมัครงานตำแหน่งงานนี้กรุณาติดต่อ

การเดินทาง

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การเดินทางเพิ่มเติม : ประจำรามคำแหง 21 แยก 3 บริษัทมีรถตู้รับส่งจาก สะพานลาดพร้าว ผ่านลาดพร้าว 94 (มีรถไฟฟ้าสีเหลือง) และรับส่งจากซ.รามคำแหง 23