Technical Support Engineer

Responsibilities and Duties

• Point of contact for technical issues relevant to customers.
• Provide first level support to customers (local and overseas) by analyzing issues and if required, escalate to relevant subject matter experts for resolution.
• Provide on-site support to customers when needed.
• Create and update the customer issues FAQ/Knowledgebase.
• Create and update related document of the product (User guide, Installation guide, etc).
• Analyze, troubleshoot, and resolve customer reported issues according to company SOP.
• Participate in brainstorming, idea, and knowledge sharing with the team.
• Report or raise any complex issue to superior.
• Any other tasks assigned by management deem necessary as and when required.

Skills and Specifications

• Excellent communication skills, for both oral and written English.
• Detail oriented, proven ability to work effectively both independently and in team-based environment.
• Possess great interest and strong initiative to learn about the company’s services and offerings.
• Excellent problem-solving skill and critical thinking.
• Ability to communicate well with the team and clients.
• Basic programming knowledge in more than 1 area: C++, Java, .Net, Delphi, Objective-C, and Android.
• Knowledgeable in Windows operating system and services.
• Knowledge in Unix/Linux operating system and services is an advantage.

Education and Qualifications

• Minimum degree in Software Engineering, Information Technology, Computer Science or related course in computers/technology.
• Fresh graduates are welcome.