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Mid LevelFull-timeAWSGit
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking bright and friendly individuals with excellent communication skills to join our IT support team. This role involves providing Level 1 and Level 2 support to clients and working closely with R&D and QA teams to resolve technical issues.
Key Responsibilities
- βProvide Level 1 and Level 2 support to existing clients
- βIdentify, troubleshoot, and resolve reported issues
- βWork with R&D and QA teams to facilitate bug fixes
- βRepresent project-specific customer inquiries and issues
- βEnsure customer satisfaction in Project Support and Maintenance
- βPerform deep-dive analysis, diagnosis, and troubleshooting
- βCommit to SLA for response and resolution
- βCommunicate efficiently with customers and the R&D team
- βManage the status of issues and ensure timely resolution
- βEvaluate and enhance customer support processes
- βManage change requests, bug fixes, and system updates
- βPrepare weekly statistic reports and present in meetings
- βMaintain user manuals and release notes
- βConduct training sessions for users
Requirements
- βMinimum Diploma in Information Technology/Computer Science/Computer Engineering
- βPreferably > 1 year experience in IT Industry managing large-scale applications support
- βPro-active, customer-focused, and comfortable dealing with clients/vendors directly
- βExcellent communication skills and ability to interact professionally with diverse groups
- βHighly energetic, motivated team player
- βGood interpersonal skills, resourceful, and take ownership
- βOrganized, meticulous, and able to work independently
- βStrong analytical and troubleshooting skills
- βExperience in Software Development and Microsoft SQL Server is an advantage
- βAbility to converse with Mandarin-speaking clients is preferred
