Technical Support Engineer

2 weeks ago

Wang Thonglang, Bangkok, Thailand SKY ICT PUBLIC COMPANY LIMITED Full time ฿800,000 - ฿1,200,000 per year
Responsibilities

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.

Qualifications
  1. Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  2. 1-3 years of experience in a technical support, helpdesk, or customer service role, preferably in a technology-driven environment.
  3. Strong understanding of IT fundamentals, including operating systems (Windows, Linux), networking concepts, and basic software applications
  4. Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly and patiently.
  5. Strong problem-solving and analytical skills, with a methodical approach to troubleshooting.
  6. Ability to work effectively in a fast-paced, high-volume environment.
  7. Flexibility to work in rotating shifts (including nights, weekends, and holidays).
  8. Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Desk).
  9. Knowledge of Metthier's specific products or industry (e.g., IoT, smart building systems, asset management software)
  10. Familiarity with database concepts (SQL) or cloud platforms (AWS, Azure, GCP).
  11. Experience with remote support tools.

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