- Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services.
- Understand our customer needs, expectations and assist them using our applications.
- Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
- Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
- Attend regular product/technology training to remain up to date with developments of the Infrasys solution.
Requirements
- Experience of supporting customers over the phone
- Experience using Remote Access Tools to support customers
- Networking skills โ Setting up, troubleshooting and configuring
- Computer Skills โ Setting up, upgrading, trouble shooting, installation and configuration
- Experience in a customer facing role working to defined levels of service delivery
- Experience of using IT systems to include OS installation a...
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Shiji Group
Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution, and more
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