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Technical Support Officer
1 month ago
Our client is a worldwide well-known and highly respected brand in the electronics industry. With expansion to their business, we have now an opportunity for an experienced Technical Support Officer to join the team.
The primary responsibility is to ensure and look after all Samsung customers entitled for services including Warranty, Service, Logistics, Technical Support and B2B RMA support. Also to be involved and keep operational visibility in B2B help desk operation to assist with technical enquiries and issues. To escalate issues as required and follow approvals from Management, resolve issues and execute service actions in the field.
**About the role**:
- Overall responsibility for technical support on LED signage products
- Perform Service Order bookings and manage execution by service partners for Enterprise Products
- Perform in-house testing and repair of B2B products
- Maintain Visibility of every tasks as following:
- Record and document technical service issue thoroughly and accurately into the B2B system at the point of first and every interaction with the Channel and or end Enterprise customer
- Data entry of channel and end Enterprise customer details in to B2B systems by location, product/device/serial number and service level
- Level 1 Remote support to Customers
- Remote Management facilities
- Escalate cases to Level 2 Support teams as required
- Manage customer enquiries from start to finish
- Assist Service Partner for Service Order cases
**About you**:
- Qualification in IT (Diploma is good)
- Experience in IT/Electronics industry and after sales service environment
- Service industry knowledge
- Good working knowledge of Excel
- Strong written and spoken communication skills
**The perks**:
- Onsite parking
- Generous employee discount
- Discounts across over 400 retail partners
- Access to online wellness portal
- Heavily discounted gym membership
- Onsite wellness and relaxation room
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