Technical Support Engineer

1 week ago

Nairobi, Nairobi Area, Kenya Acsys International Ltd. Full time 1,200,000 - 2,400,000 per year

CUSTOMER SERVICES TEAM – SUPPORT ENGINEER:

With Acsys International, the Support Engineer will be expected to perform all the below mentioned support activities which falls under our scope, to the Customers located globally. Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.

CORE RESPONSIBILITIES: Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:


•Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification


•Customer Handling Skills (Exposure in handling International Customers)


•Excellent Communication Skills (Oral & Written)


•Intermediate Hardware, Software & Networking knowledge


•Strong Interpersonal Skills & Exposure to working across multi-cultural workforce


•Flexible to work in shifts (24/7) environment, Quick Learner


•Quality Focus, Problem Solving Skills, Market Knowledge


•Documentation Skills, Listening Skills, Email / Chat etiquettes
•Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking


•Flexible to travel frequently Domestic / Internationa

l
•Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:


•Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM


•Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry


•Drill down and identify the root cause of the issue and accurate reporting of the same to other departments


•Provide best possible solution to the customers and expediting speedy resolution to the customers


•Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team


•Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally


•Contribute to team effort by accomplishing related results as needed


•Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication


•Go the extra mile to engage customers


•Weekly, Monthly submission or reports / timesheets submission on time


•Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.

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