Service Desk (Minor)**New

Position: Service Desk (Minor)**New 

Salary: 15,000 - 16,000 baht/month

Contract: 1 Year

Location: FTH, Exchange Tower

22nd-23rd Floor, Exchange Tower, 388 Sukhumvit Road, Klongtoey, Bangkok, Thailand 10110.

Working time: Shift work. Ability to work flexible, 24x7, rotating shifts, including weekends and public holidays.

Benefits: SSO, Health Insurance, Health check up

RESPONSIBILITIES :
- Receive and Response to customer inquiries via call/e-mail with prompt, accurate, and courteous replies.
- Logging and Tracking the details of customer requests and problems as tickets.
- Identify the types, categories, severity, and urgency of the ticket.
- Provide technical/non-technical phone support to customers.
- Provide remote support and/or remote maintenance to customers.
- Control and follow up customer tickets in order to comply with customers Service Level Agreement.
- Identify the ticket from customers as Maintain or non-Maintain based on customers contracts.
- Act as a further escalation point for unresolved or escalated calls;
Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
- Escalate the ticket to supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
- Provide report to customer upon requests.
- Maintain and/or Update customer information in the Service Desk System.
- Participate and assist in driving knowledge management process.
- Others as assigned by Project Manager/Team lead

QUALIFICATIONS :
- Male or Female, age not over 27
- Bachelors Degree in Computer Science, Computer Engineering, Information Systems, or IT related fields.
- 0.5-5 years experience in IT/Engineering Technical support or Customer Service area.
- Proficiency in English.
- Able to understand customer contracts, Service Level Agreement, and Scopes of work.
- Basic knowledge of Computer Hardware, Windows operating system, and MS Office.
- Good Troubleshooting skills and Customer Service mind.
- Excellent communication skills.
- Able to work under pressure and time constrain.
- Able to work in shift and overtime.
- Fair typing skill for both English and Thai. (Estimate: 25-30 words per minute)