Technical Support Engineer

Job Description

Title: Technical Support Engineer

Company Name: IdeaScale Bangladesh Limited

Vacancy: 1

Location: Dhaka (Uttara)

Salary: Negotiable

Experience:
∎ 2 to 3 years
∎ The applicants should have experience in the following business area(s):Software Company
∎ Freshers are also encouraged to apply.

Published: 23 Feb 2024

Education:
∎ Bachelor of Science (BSc) in Computer Science & Engineering, Bachelor of Science (BSc)

Requirements:

Responsibilities & Context:
∎ Manage customer service inquiries by receiving chats and emails
∎ Handle customer complaints, provide appropriate solutions and alternatives through chats.
∎ Ask customers targeted questions to quickly understand the root of the problem
∎ Identifying and assessing customer's needs to achieve satisfaction.
∎ Handling desk tickets associated with customer's request.
∎ Talk clients through a series of actions, email or chat, until they've solved a technical issue.
∎ Build sustainable relationships and trust with customer accounts through open and interactive communication.
∎ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
∎ Provide prompt and accurate feedback to customers by using the right methods/tools.
∎ Refer to internal database or external resources to provide accurate tech solutions
∎ Ensure all issues are properly logged
∎ Prioritize and manage several open issues at one time
∎ Follow up with clients to ensure their IT systems are fully functional after troubleshooting
∎ Prepare accurate and timely reports
∎ Document technical knowledge in the form of notes and manuals
∎ Maintain jovial relationships with clients
∎ A few nightshift work a week may required for this role
∎ IdeaScale is looking for a Technical Support Engineer to provide top-tier assistance to our customers. As a Technical Support Engineer, you will serve as a crucial link, offering comprehensive product and service guidance while swiftly addressing any challenges our customers encounter. If you're naturally a helper, enjoy assisting people with computer issues, and are able to explain technical details simply, wed like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
∎ Job Responsibilities:
∎ Manage customer service inquiries by receiving chats and emails
∎ Handle customer complaints, provide appropriate solutions and alternatives through chats.
∎ Ask customers targeted questions to quickly understand the root of the problem
∎ Identifying and assessing customer's needs to achieve satisfaction.
∎ Handling desk tickets associated with customer's request.
∎ Talk clients through a series of actions, email or chat, until they've solved a technical issue.
∎ Build sustainable relationships and trust with customer accounts through open and interactive communication.
∎ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
∎ Provide prompt and accurate feedback to customers by using the right methods/tools.
∎ Refer to internal database or external resources to provide accurate tech solutions
∎ Ensure all issues are properly logged
∎ Prioritize and manage several open issues at one time
∎ Follow up with clients to ensure their IT systems are fully functional after troubleshooting
∎ Prepare accurate and timely reports
∎ Document technical knowledge in the form of notes and manuals
∎ Maintain jovial relationships with clients
∎ A few nightshift work a week may required for this role

Skills & Expertise:

Compensation & Other Benefits:
∎ Festival Bonus: 2 (Yearly)
∎ Fully subsidized Breakfast, Lunch, and Snacks
∎ Annual salary review and increment
∎ Group Life and Medical insurance including dependants covers hospitalization, OPD, and maternity
∎ Mobile Internet bill
∎ Employee Loan facility
∎ Weekly 2 holidays
∎ All types of employee leave with earned leave encashment facility
∎ All Govt. Declared holidays
∎ Excellent learning and development opportunity
∎ Team-building events
∎ Indoor sports facility
∎ Opportunity to work with our global team

∎ Festival Bonus: 2 (Yearly)
∎ Fully subsidized Breakfast, Lunch, and Snacks
∎ Annual salary review and increment
∎ Group Life and Medical insurance including dependants covers hospitalization, OPD, and maternity
∎ Mobile Internet bill
∎ Employee Loan facility
∎ Weekly 2 holidays
∎ All types of employee leave with earned leave encashment facility
∎ All Govt. Declared holidays
∎ Excellent learning and development opportunity
∎ Team-building events
∎ Indoor sports facility
∎ Opportunity to work with our global team

Workplace:
∎ Work from home, Work at office

Employment Status: Full Time

Job Location: Dhaka (Uttara)

Company Information:
∎ IdeaScale Bangladesh Limited
∎ Quantum Mustafa Tower (Floor: 4&5) 18, Gaus-ul-Azam Avenue, Sector-13 Uttara, Dhaka

Address::
∎ Quantum Mustafa Tower (Floor: 4&5) 18, Gaus-ul-Azam Avenue, Sector-13 Uttara, Dhaka

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Application Deadline: 16 Mar 2024

Category: Customer Support/Call Centre

Source: bdjobs.com

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