Deskripsi Pekerjaan
Join First - AVPR Venture, Inc. as a Service Support Engineer and become the technical backbone of our customer success team! This pivotal role combines your problem-solving expertise with exceptional customer service to deliver seamless technical experiences. You'll diagnose and resolve complex system issues, troubleshoot hardware/software challenges, and coordinate cross-functional solutions to minimize downtime. Your technical acumen will directly impact customer satisfaction while driving operational efficiency through proactive support strategies.
We're seeking a detail-oriented professional who thrives in dynamic environments. You'll leverage your technical knowledge to provide remote and on-site assistance, document resolution protocols, and continuously improve support workflows. This position offers growth opportunities in emerging technologies while serving as the critical link between our products and end-users. If you're passionate about turning technical challenges into customer victories, this role is your opportunity to excel in a forward-thinking organization.
Tanggung Jawab
- Provide technical assistance to customers via phone, email, and remote support channels
- Diagnose and troubleshoot hardware, software, and network issues
- Coordinate with internal teams to deliver timely and effective solutions
- Document technical procedures, case resolutions, and knowledge base articles
- Monitor system performance and proactively address potential issues
- Maintain customer satisfaction through clear communication and follow-up
- Collaborate with product teams to identify and escalate recurring technical problems
Kualifikasi
- Bachelor's degree in Computer Science, IT, or related technical field
- 2+ years of experience in technical support or service engineering
- Proficiency in diagnosing hardware and software systems
- Strong analytical and problem-solving abilities
- Excellent written and verbal communication skills
- Experience with ticketing systems (e.g., Jira, ServiceNow)
- Relevant certifications (CompTIA A+, Network+, etc.) preferred
- Ability to work independently and in collaborative teams