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Technical Support - Davao Area

Technical Support - Davao Area

Wiserf Technologies IncPhilippines, Philippines
4 days ago
Job description

Technical Support

MAIN JOB SCOPES :

  • Responsible and involve in software related task such as development, implementation,

software testing, monitoring, improvement (liaise with software developer)

  • Responsible and monitor WISERF's hosting / cloud product, such as KOHA, librarypal,

    • Digital repository etc.

  • Conduct first level remote support & troubleshoot on reported cases, should the cases

    • cannot be resolved via remote, relay the case to technical team leader for onsite support

    arrangement

  • Ask customers targeted questions to quickly understand the root of the problem
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve system

    • issues

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network

    • configuration

  • Provide prompt and accurate feedback to customers by following company Service Level

    • Protocol

  • Ensure the reported case has been resolved.

    • Update customer and respective sales

    personnel about the status and information

  • Properly escalate unresolved issues to appropriate internal teams (e.g.

    • software

    developers).

    Make sure follow up the software updates / bug fixes from software

    developers until complete the task and close case

  • Track reported system issues through to resolution, within agreed time limits
  • Pass on any feedback or suggestions by customers to the respective sales personnel
  • Identify and suggest possible improvements on procedures

    • RESPOSIBILITIES :

  • Monitor and manage all open issues and ensure team member to solve the case within

    • agreed time.

  • Assist in all document preparation involving system / application screenshot, user manual

    • user guides

  • Assist and carry any ad-hoc task given by Superior or Directors

    • QC WORKS :

  • Perform quality work checks to ensure the product meets quality standards
  • Documents actions by completing production and quality forms.

    • FACTORY & OFFICE MAINTENANCE & REPAIRING :

  • Responsible for basic maintenance and troubleshoot for factory and office computers,

    • printers, networks and ICT equipment.

    SAFETY & CLEANLINESS :

  • Maintains safe and clean working environment by complying with procedures, rules, and

    • regulations.

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    Davao • Philippines, Philippines