Software Support Officer

• We are looking for a Technical Support Engineer for vehicle tracking system to provide enterprise-level assistance to our customers (Tracking companies).
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Resolve software and hardware problems and help our customers install applications and programs.
• Resolving issues using remote desktop connections to provide immediate support.
• Diagnose and troubleshoot technical issues, including account setup.
• Ask customers targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.

Requirements:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with tracking software and tracking devices will be a plus
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field

Pay: Rs40,000.00 - Rs45,000.00 per month

Work Location: In person