ABOUT THE JOB
- Act as the initial contact for internal users requiring technical support via phone, email, or the company's ticketing system.
- Perform remote troubleshooting using diagnostic techniques and targeted questions.
- Assess issues and propose optimal solutions based on information provided by users.
- Guide users through step-by-step resolution processes.
- Escalate unresolved matters to higher-level technical support when necessary.
- Document incidents, issues, and resolutions within the support system.
- Maintain ongoing communication and provide status updates to users.
- Monitor and follow up on escalated requests to ensure timely resolution.
- Address support requests in accordance with established Service Level Agreements (SLAs).
ABOUT YOU
- Bachelor's degree or higher in Information Technology, or a related field.
- Minimum of 1 year in customer service, IT helpdesk, or a related support function.
- Solid understanding of computer systems, mobile devices, and technology products; ability to diagnose and resolve basic technical issues.
- Strong communication skills, including active listening and clear explanation of troubleshooting steps.
- Effective time management to meet SLA requirements.
- Professional and positive attitude in all interactions, with a strong customer service mindset and empathy for user needs.
WHY AMARIS
- Competitive salary and 13th-month salary
- 14+ annual leaves per year
- Premium healthcare insurance, starting from your probation period
- Project reviews and yearly performance appraisals
- Annual company trips
- Teambuilding activities: Team lunch/dinner, events, and celebrations, sports clubs (football, yoga, badminton, etc.)
- International team with flexible working time
- Tailor-made career path
- Technical workshops and training courses
- Mobility: Opportunities to be on-site abroad in our offices in over 60+ countries
Equal Opportunity
Amaris Consulting is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.
