Technical Support EngineerConvoLab

Technical Support Engineer
Job Description:
Own customer service issues by responding to application and technical queries from customers and work closely with related teams to resolve problems, troubleshoot, answer chat, and respond to emails
Diagnose and troubleshoot technical issues and provide step-by-step technical help
Ask customers targeted questions to quickly understand the root of the problem
Master and provide information about the products and services
Following up closely and making scheduled update to customers where necessary
Attend regular in-person and/or online meetings with clients to analyze, troubleshoot and diagnose the incidents
Handle customer enquiries
Collaborate with other Amity internal teams (Engineers and Product Managers) to solve customer problems
Ensure that SLAs are met
Serve as the "voice of the customer" - being well versed on customer pain points and needs and ensuring the customer experience is top of mind in key business decisions
Assist in creating troubleshooting material for internal and external knowledge base
Support the roll-out of the new versions
Qualification for Technical Support
Basic Technical Knowledge Required
Basic to strong knowledge of system security and overall IT security methodologies
Good understanding of REST APIs and/or Websocket connection
Experience in Javascript
Basic experience in NoSQL Database ex. MongoDB or Elasticsearch
Basic understanding in docker and cloud environment
Customer Service Skill Required
Ability to understand customer's needs and understand their point of view
Ability to communicate to customers clearly
Ability to explain complex information in simple and clear terms to a non technical person
Passion for customer with experience in solving customer issues of technical nature and desire to have a deep understanding of the product
Ability to deal with difficult customers and handle stress
Requirement:
1-2 years of experience in customer service
Bachelor degree or higher in Information Technology, Computer Science, Computer Engineering or a related field
Strong verbal and written skill in both Thai and English languages
Flexible, self-learning, self-motivated, team-player, willing to work in a dynamic and fast-paced environment
Good analytical and problem solving skills; Critical-thinker with attention to detail
Ability to prioritize and multitask
Positive and professional demeanor
Able to work shift during off office hours, weekend and public holiday when needed