Av/it Technical Support Officer

3 days ago

Singapore D.V.I SOLUTIONS (S) PTE. LTD. Full time

**Duties and responsibilities**
- Manage the helpdesk hotline and the Help Desk ticketing system.
- Provide customer service to all callers, preliminary assessment of the fault reports, level-1 troubleshooting together with the clients, assign the ticket for fault report and escalate to level-2 field technicians, make necessary schedule with both client’s availability and field technician, coordinate to get more man-power based on the nature of fault.
- Coordinate with manufacturers on RMA returns, troubleshooting procedures, firmware upgrades
- Maintain an “online” presence during work schedule during clocked-in working hours
- Answer all incoming calls promptly and performs appropriate functions as needed;
- Provide excellent customer service to all internal and external customers and a willingness to ensure that all communication and interactions are of the highest degree of professional behavior.
- Maintain a positive, empathetic, and professional attitude toward client/customers at all times.
- Follow escalation process for all urgent and emergency work orders or related service needs.
- Record details of inquiries, complaints and details of actions taken
- Follow up on customer interactions
- Prepare and distribute customer activity reports
- Maintain customer databases
- Provide feedback on the efficiency of the customer service process

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