Level 2 Support Technician
4 days ago
We are looking for a dedicated individual to join our Customer Support Services team as a Level 2 Support Technician. In this role, you will work closely with global customers' Helpdesks and IT on day-to-day incident and problem resolution.
Key Responsibilities:
- Collaborate with global customers' Helpdesks and IT on day-to-day incident and problem resolution.
- Address critical customer issues quickly and effectively by collaborating with Client Experience, Cloud Operations, Professional Services, and Product Development in a global environment.
- Record and maintain customer interactions, detailing inquiries, comments, and complaints, as well as actions taken.
- Update knowledge base articles consistently as new knowledge is discovered.
- Meet KPIs to achieve customer experience excellence.
Requirements:
- Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, or equivalent in Computer Science/Information Technology.
- Excellent written and verbal communication skills in English.
- Candidate must be willing to work shift hours.
- BASIC understanding of ITIL, incident, and problem management would be an added advantage.
- BASIC knowledge on Linux is a plus.
- Logical approach and excellent problem-solving skills.
- Ability to work well both in a team environment and independently under minimal supervision.
- Willingness to learn new technologies on own initiative.
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