Company Industry:        IT

Position:                       3
Work location:               Exchange Tower

Total experience:           ~0 - 3 years in IT / Engineering, Technical Support or Customer Service fields

Salary range:                 Negotiable

Working time:                work as shift (24*7)

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 and Requirements:  

• Male/Female, age not over 27
• Bachelor degree in Telecommunication Engineering, Computer Science, Computer Engineering, Information Systems or IT related fields.
• 0-3 years’ 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 candidate please send a copy of your resume along with any supporting documents to weerapong@synesis.co.th for further process. For more details, please call 02-284-1320 x103 

Please kindly refer this job to anyone you know whose qualifications seem to match with the requirements of this job.