Deskripsi Pekerjaan
Are you a tech-savvy problem solver with a passion for helping others? Contactpoint360 is seeking a talented Technical Support Engineer I to join our growing team. In this pivotal role, you will serve as the first point of contact for our clients, specifically IT professionals, delivering rapid and effective technical solutions.
As a Technical Support Engineer I, you will be the bridge between our clients' technical challenges and our expert support team. Your ability to troubleshoot complex issues, communicate clearly, and provide exceptional customer service will be essential in maintaining high client satisfaction. We are looking for an individual who thrives in a fast-paced environment and is eager to grow their career in Information & Communication Technology.
Join us in delivering excellence in IT support and be part of a team that values innovation, integrity, and customer-centric solutions.
Tanggung Jawab
- Act as the primary point of contact for incoming technical inquiries from IT professionals via phone, email, and chat.
- Diagnose and troubleshoot technical issues to provide quick resolutions and minimize system downtime for clients.
- Document all technical interactions and solutions in the knowledge base to improve future support efficiency.
- Collaborate with senior engineers and the development team to escalate complex issues and provide feedback.
- Provide clear, concise, and patient technical guidance to clients to help them understand and resolve their problems.
- Maintain up-to-date knowledge of supported software, hardware, and network protocols.
- Monitor system performance and report anomalies to ensure optimal service delivery.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1-2 years of experience in a technical support or help desk role is preferred.
- Strong understanding of computer hardware, operating systems (Windows, Linux), and network troubleshooting.
- Excellent verbal and written communication skills in English.
- Ability to remain calm and professional under pressure while handling difficult customer situations.
- Familiarity with ticketing systems (e.g., JIRA, Zendesk) is a plus.
- Strong problem-solving skills and a proactive approach to customer service.