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Technical Support Executive

2 weeks ago

Singapore BROCENT ASIA CLOUD SERVICE PTE. LTD. Full time

Provide first and second-level telephone Technical Support wherever required.
- Identify and prepare parts for dispatch to site or to engineers.
- Be available for after-hours telephone support.
- Provide phone support service to meet 24x7 SLA.
- Ensure all calls are closed within SLA.
- Update database with call status and information and ensure all parties are informed.
- Evaluate and understand new products for training purposes.
- Provide training to Field Service Engineers.
- Provide support, guidance and assistance to Junior Technical Support Engineers or Technical Support Engineers.
- Ensure test beds are kept operational.
- Leave testing areas neat and tidy.
- Ensure that all anti-static precautions are followed.
- Ensure all procedures are implemented.
- Provide reports where required.
- Ability to multi-task and maintain priorities.
- Ability to maintain excellent customer service rapport.
- Any other duties which may from time to time be requested by Technical Support Manager or Management.