Job ref no.: CT3117255-01#6575

Technical Services Support

Pacific Careers

l Provide phone, email and remote support for the Laserfiche software to customers

l Create and work on support cases in the internal Laserfiche Helpdesk system

l Maintain personal and departmental case load by responding to and working on cases within stated SLAs

l Coordinate with Laserfiche software support and development teams when cases require additional assistance

l Report and file bug tickets that come up during troubleshooting

l Test and verify software functionality pertaining to hotfixes, patches, updates, and new releases

l Monitor Laserfiche Answers and provide troubleshooting assistance via the public forum

l Watch and review videos of internal software training sessions and development meetings

l Provide expertise about familiar technical areas

l Identify high priority and critical cases and respond appropriately as it escalates

 

Requirement :

 

l Excellent analytical and problem-solving skills

l Effective communicator with good customer service skills

l Familiarity with troubleshooting Microsoft platforms

l Ability to multi-task and prioritize cases based on SLA

l Basic programming skills are a plus (SQL, HTML, CSS , JS, C#, VB.NET)

l Ability to work in a team environment as well as independently

l Bachelor's Degree in Engineering, Math, or Physical Sciences

l 2-5 years of experience with technical support

l Experience with customer service

l ITIL certification preferred

l English: Basic conversational is a must

l Cantonese: Basic conversational is preferred

l Monday through Friday; Weekends and Holidays as needed

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More job information
Job ref no. CT3117255-01#6575
Salary
  • N/A
Job Function
Industry
Experience
  • 2 years - 7 years
Career Level
  • Entry level
Education
  • N/A