Technical Support

2 weeks ago

Davao City, Davao, Philippines Wiserf Technologies Inc Full time
Technical Support

MAIN JOB SCOPES:

• Responsible and involve in software related task such as development, implementation,
software testing, monitoring, improvement (liaise with software developer)

• Responsible and monitor WISERF's hosting / cloud product, such as KOHA, librarypal,
Digital repository etc.

• Conduct first level remote support & troubleshoot on reported cases, should the cases
cannot be resolved via remote, relay the case to technical team leader for onsite support
arrangement

• Ask customers targeted questions to quickly understand the root of the problem

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system
issues

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup and network
configuration

• Provide prompt and accurate feedback to customers by following company Service Level
Protocol

• Ensure the reported case has been resolved. Update customer and respective sales
personnel about the status and information

• Properly escalate unresolved issues to appropriate internal teams (e.g. software
developers). Make sure follow up the software updates / bug fixes from software
developers until complete the task and close case

• Track reported system issues through to resolution, within agreed time limits

• Pass on any feedback or suggestions by customers to the respective sales personnel

• Identify and suggest possible improvements on procedures

RESPOSIBILITIES:

• Monitor and manage all open issues and ensure team member to solve the case within
agreed time.

• Assist in all document preparation involving system / application screenshot, user manual
/ user guides

• Assist and carry any ad-hoc task given by Superior or Directors

QC WORKS:

• Perform quality work checks to ensure the product meets quality standards

• Documents actions by completing production and quality forms.

FACTORY & OFFICE MAINTENANCE & REPAIRING:

• Responsible for basic maintenance and troubleshoot for factory and office computers,
printers, networks and ICT equipment.

SAFETY & CLEANLINESS:

• Maintains safe and clean working environment by complying with procedures, rules, and
regulations.

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