System Support

Posted 376 Days ago

Bangkok

Job Description

We are looking for a System Support to assist our customers with technical problems when using our products and services.

System Support responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.

Responsibility

Respond to customer queries in a timely and accurate way, via ticket, phone or chat, within agreed time limits
Ask targeted questions to diagnose problems
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting
Test alternative pathways until you resolve an issue
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Direct unresolved issues to the next level of support personnel or appropriate teams (e.g. software developers)
Follow up with customers to ensure their issues are resolved
Share effective workarounds with team members
Help create technical documentation and manuals