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Manufacturing 2019-09-30 17:09:15
ORB19-118

Service Desk (Support Line Engineer)

ORENBURG is a company providing Payroll Outsource Service to companies in varies Industry (Permanent recruitment, Contracting & Outsourcing Services). Our core business lies in the provision of highly-skilled experts and multi-discipline candidates, on either a contract or permanent hire basis. With our advanced proven track record working with Multi-national Clients across a range of key commercial sectors, ORENBURG strives to maintain the highest standards of service as the premier provider of Payroll Outsource Service.

Position:                      Service Desk (Support Line Engineer) 10-20 positions
Job Type:                     Contract
Location:                     BTS Asoke, Bangkok Thailand
Working Day:              Ability to work flexible, 24x7, rotating shifts
Industry:                     Manufacturing
Salary Range:             Maximum 25K
Benefit:                       Social Security Fund, group insurance, medical checkup and etc.

Responsibilities:

  • Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies.
  • Logging and Tracking the details of customer requests and problems as tickets.
  • Identify the types, categories, severity, and urgency of the ticket.
  • Provide technical/non-technical phone support to customers.
  • Provide remote support and/or remote maintenance customers.
  • Control and follow up customer tickets in order to comply with customer's Service Level Agreement.
  • Identify the ticket from customers as Maintain or non-Maintain based on customer's contracts.
  • Act as a further escalation point for unresolved or escalated calls;
  • Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
  • Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
  • Provide report to customer upon requests.
  • Maintain and/or Update customer information in the Service Desk System.
  • Participate and assist in driving knowledge management process.
  • Others as assigned by Project Manager/Team lead

Qualification

  • Male or Female, age not over 27
  • Bachelor's Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields.
  • 0.5-3 years' experience in IT/Engineering Technical support or Customer Service area.
  • Proficiency in English.
  • Able to understand customer contracts, Service Level Agreement, and Scopes of work
  • Basic Knowledge of Computer Hardware, Windows operating System, and MS Office
  • Good Troubleshooting skills and Customer Service mind
  • Excellent communication skills.
  • Able to work under pressure and time constrain.
  • Able to work in shift and overtime.
  • Fair typing skill for both English and Thai. (Estimate: 25-30 words per minute).

Please submit a brief covering letter and your updated CV which fully details your qualifications and experience including present and expected salary, availability and a recent photograph to K.Marisa (Call 02-2337188 ext 11 or 086-0599005)

We thank you for your interest in applying for the position and please note that only shortlisted candidates will be contacted for further correspondence.

Candidates are not required to pay a fee to use our services.

Visit our website at: www.orenburg.co.th