Technical Support Engineer (PP team_Dynamic PJ)

freeC's Client

Responsibilities:

Response and Resolution:

• Review customer issues and proactively contact customers to understand their concerns. Keep customers informed about the status and solution progress of their issues. Utilize troubleshooting tools, such as event logs and performance traces, to assist in resolving customer issues.
• Resolve or escalate multiple and varied customer issues while documenting technical work and research.
• Analyze problems and develop solutions to meet customer needs, leveraging log analysis and other proprietary tools.
• Collaborate with cross-functional teams and resources from other groups as needed to resolve moderately complex customer issues.

Readiness: Attend readiness trainings, both technical and non-technical, to ensure proficiency in support topics. Stay up-to-date with the latest industry trends and technologies.

Product/Process Improvement:

• Provide feedback to senior engineers or technical advisors to improve products.
• Identify potential defects and escalate them to senior engineers for resolution.
• Utilize automated tools to deliver solutions for a wide range of issues and provide feedback on how to improve these tools.
• Follow established processes provided by the business.
• Participate in case triage meetings and/or discussions to collaborate and share ideas for problem resolution.

Qualifications:

• Bachelor's degree in computing science or an IT-related field, or a strong interest in the IT field with self-learned computer language and basics.
• Strong customer service attributes, with a focus on delivering exceptional customer support.
• Excellent analytical, problem-resolution, judgment, and decision-making skills to assist customers with their technical issues.
• Experience managing and maintaining SQL Server or other front-end technical fields is required.
• Prior experience as a support professional in the IT field or as an IT technical consultant is a plus.
• Proficient in reading, writing, and speaking English.

• The salary offered will be competitive and will vary based on the candidate's experience.
• The company will contribute 90% of the gross salary towards social insurance.
• Employees will be entitled to 12 days of annual leave and 8 days of sick leave.
• Additionally, there will be an annual health checkup and performance review.
• For those working the night shift, PVI insurance and non-cash food will be provided.
• The work schedule will involve 5 days of work per week with 2 flexible days off, which will be arranged by the Head of Department.