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  • Job reference: RMS0196710

Technical Support Specialist L2 OR L3

  • Sector: Automotive
  • Location: Bangsar
  • Job type: Permanent
  • Date posted: 09/07/2018
  • Duration: 1 month
This vacancy has now expired.
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The Role:
Highly motivated individual experienced in and committed to the field of Application/Technical Support.
The role requires strong communication skills, experience in providing customer support and strong technical skills, having aptitude to troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time.

Responsibilities

* Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
* Own and track tickets within SLAs
* Identify, resolve or manage the resolution of system issues
* Take calls and service ticket requests on a ticket system
* Supports internal clients with system admin tasks and product knowledge expert advice.
* Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist
* Communicate to Level 1, 2, 3 teams keeping clients and management informed
* Manage escalation to 2nd Line
* Updating and managing Knowledgebase
* Familiar working with automated system monitoring and applications across large networks
* Technical Support is a 24/5 service delivered by teams based in Australia (Sydney), United Kingdom (London) and United States of America (Miami)
* Be a part of a 24*5 rotation

Requirements

* Helpdesk Ticket Metrics
* Quality of tickets
* Support SLAs
* 2+ year of experience in a relevant position;
* Demonstrated success at trouble shooting Proven track record of delivering exceptional Customer Service/Care
* Good understanding of customer relations using issue solving process;
* Good working knowledge of one of the following:
* T-SQL
* Linux/UNIX Systems
* RESTful client
* Basic troubleshooting knowledge of TCP/IP stack, especially HTTP
* Work experience with workflow solutions
* Fluent in English language both written and oral
* Additional languages will be beneficial
* May be required on occasion to work outside standard working hours
* Candidates must be eligible to work and live in the country of employment

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.



Fircroft Tanjung Sdn Bhd (Co. Reg. No: 1103286-X)

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