Deskripsi Pekerjaan
DCS Synthesis is seeking a skilled and empathetic Application Support Engineer to join our growing team. In this pivotal role, you will be responsible for handling all customer requests via various support channels, ensuring that our clients receive timely and effective technical assistance. We are looking for a technical problem-solver who can bridge the gap between our end-users and our development teams.
Your day-to-day will involve diagnosing and resolving software issues, managing support tickets, and documenting technical solutions to improve our internal knowledge base. You will act as a vital link in our service chain, ensuring system reliability and high customer satisfaction. We pride ourselves on a collaborative environment where your feedback on application usability is valued and acted upon.
By joining DCS Synthesis, you will have the opportunity to work with cutting-edge technology and contribute to the success of our diverse client base. If you have a strong technical background and a passion for helping others, we want to hear from you.
Tanggung Jawab
- Manage and respond to all incoming customer inquiries via email, phone, and ticketing systems.
- Diagnose and troubleshoot technical issues related to application software, hardware, and network connectivity.
- Collaborate with software developers and QA teams to reproduce bugs and suggest fixes.
- Provide clear, step-by-step technical guidance and training to end-users on software features.
- Maintain accurate and up-to-date documentation of technical procedures and known issues.
- Monitor system performance metrics to identify potential bottlenecks or failures before they impact users.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 2-3 years of experience in application support, help desk, or technical support roles.
- Strong understanding of software development lifecycles and debugging methodologies.
- Excellent verbal and written communication skills with the ability to explain complex concepts simply.
- Proficiency in using help desk software (e.g., Zendesk, JIRA, ServiceNow) and remote support tools.
- Ability to prioritize multiple tickets effectively and work under pressure in a fast-paced environment.
- Basic knowledge of SQL or scripting languages (Python/PowerShell) is a strong plus.