Technical Support Engineer

by Ash Hameed in Telecommunication    9th Jul, 2019    SGD 4.5k - SGD 5.5k

Technical Support Engineer

Introduction:

Technical Support Tier 2 based in Singapore, with strong technical background and hands on capabilities to work closely with customers, support teams and sales managers in Client.

Responsibilities:

• Handle customer technical support cases using call/email/chat, use CRM to manage cases both remotely and onsite
• Troubleshoot and fix technical issues on Cellebrite products for customers
• Directly communicate to customers or partners during troubleshooting and issue fixing
• Report to regional technical support manager, follow lead of global technical support team
• Follow SLA & KPI, improve technical support quality
• Ability to work flexible hours

Requirements:

• At least 3 years of Experience in technical support high level
• Deep understanding of operating systems, Good Networking knowledge and experience (TCP/IP, DNS, File Sharing and Mapping), Server configuration and deployment
• Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations
• Outstanding communication skills, both written and verbal Proven customer service experience with technical orientation
• Fast learning skills with the ability to adapt to this position
• Responsible, able to handle support case from open to close
• Ability to function appropriately under stressful conditions.
• Travel to customer locations for onsite troubleshooting/repair – when required
• Knowledge and experience in cellular technology, cell phones
• Creative leadership skills to “move the needle”
• Based in Singapore

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Ash Hameed

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