What will you be doing?
As a technical support Engineer, you provide Level 1 and Level 2 Support to existing clients, serve as a primary contact to identify, troubleshoot and to provide resolutions to the reported issues. Your job is to work closely with R&D Team by conducting preliminary investigations i.e., replicating the reported issues raised and communicate to the support software engineers and Quality assurance engineers of your findings to facilitate in bug fixing.
Your responsibilities will include:
- Being a representative for project-specific customer technical inquiries and issues that you will take ownership and bring resolution.
- Ensure customer satisfaction in Project Support and Maintenance
- Collect information and perform deep-dive analysis, diagnosis, and troubleshooting
- Commit to SLA for response and resolution, troubleshoot and perform root cause analysis of technical issues
- Manages the status of issues raised and ensure they are resolved effectively in a timely manner.
- Continually evaluate existing processes to streamline and enhance customer support activities.
- Manage and keep tracks of change requests, bug fixes status and system updates deployments documentations.
- Prepare weekly statistic reports and able to present professionally in the weekly progress meetings with clients.
- Prepare and keep track of user manuals documentation and versions as well as release notes for upcoming enhancement releases.
- Conduct training / hand-holding sessions with users and to guide them to troubleshoot the system to resolve software issues or problems
- Generate reports and write documentation, e.g. maintenance guide, monthly case report
