Technical Support Specialist

ESSENTIAL FUNCTIONS

1. Ensure the team’s proper handling of incoming calls, emails, chat/Skype messages, and any issues raised by clients through various communication channels, following company policies and guidelines
2. Answer product-related inquiries and clarifications, including service background, policies, mechanics, terms and conditions, objectives, proposals and costing, and renewals.
3. Provide immediate and appropriate resolutions to reported issues and problems. If the issue requires higher technical expertise, escalate to superiors, monitor progress, and document the entire resolution process for reference and learning.
4. Follow up on maintenance contracts and renewals to ensure timely processing and client satisfaction.
5. Monitor and track all scheduled technical support visits, keep clients informed of visit schedules, and monitor the results and progress of these visits.
   

1. Properly document all problems, issues, resolutions, fixes, and support instances (via phone, fax, email, chat, or mobile communication) in the Perceptor system.
2. Continuously study and stay updated on new product features, functionalities, and customizations to effectively handle product upgrades and quickly address client issues, questions, and concerns.
3. Coordinate with the R&D Group regarding client requests for system customizations or additional requirements, monitor their progress, and ensure on-time delivery and installation.

Additional Responsibilities:

1. Provide proactive feedback to improve support processes, documentation quality, and customer satisfaction.
2. Perform other related tasks that may be assigned from time to time by the Management.

PERFORMANCE BENCHMARKS:

1. Timeliness in handling projects, support requests, and issue resolutions
2. Overall customer satisfaction rating from handled cases
3. Quality, accuracy, and completeness of documentation

JOB SPECIFICATIONS

1. Bachelor’s degree in Information Technology, Computer Science, or related field (preferred); relevant diplomas or certifications also considered
2. 1–3 years of experience in technical support, help desk, or customer service roles
3. Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow) and remote support tools
4. Basic knowledge of operating systems, networks, and office software applications
5. Strong problem-solving and analytical skills with the ability to troubleshoot issues effectively
6. Excellent communication and interpersonal skills, especially in dealing with both technical and non-technical users
7. Strong time management and organizational abilities, with the capacity to prioritize tasks under pressure
8. High attention to detail and accuracy in documenting support activities and technical solutions
9. Customer-oriented mindset with a commitment to delivering quality service
10. Ability to maintain confidentiality and handle sensitive information with discretion