Technical Support

Key Responsibilities:

• Managing technical escalations
• Ensuring that designated ASPs deliver service as per our service standards
• Managing all customer complaints from major accounts
• Meeting the service standards in terms of managing TAT, mean time to repair, and escalation management
• Ensuring all support services are available for the execution of project orders
• Coordinating with all sales account managers on accounts receivables
• Organizing skill enhancement programs for ASPs, such as training and technical audits
• Customer and ASP escalation management

Educational Background:

• Bachelor's in Computer Science or a related field
• Technical knowledge of IT hardware
• Previous experience in a customer service or support role, preferably in the IT hardware industry
• Strong communication skills, both verbal and written, with the ability to explain technical issues in a clear and simple manner
• Problem-solving skills with a customer-first mindset
• Ability to work in a fast-paced, high-pressure environment while maintaining a positive attitude