Technical Support Executive

Purpose of the role:

A Technical Support Executive’s role is to manage all reported Bad Actor devices through EJ analysis, provide reports, propose best possible technical resolution, remote support and communicate with device vendors on complicated issues.

Working Relationships:

Internal: Technical Support , Repair Centre, Spare-part Store, and Field Operations

External: Clients (Retailers and Bankers), and vendors

Key Accountabilities:

• Analyzing EJ of Bad actor device, propose possible best solution and assign Senior Engineers to perform remedial tasks.
• Identify root cause and resolution plan for bad actor device in EJ analysis report.
• To investigate suspected parts quality issues with the repair centre/vendor and provide finding reports and resolution.
• Responsible in customer’s dispute cases, including assigning engineers to copy RAS files and Note Serial logged, review EJ, compare recon tables, work with Software team and prepare reports for submitted to customer.
• Copy EJ files at the Banks or request EJ files from the Banks whenever required.
• Provide remote support to field engineers whenever required.
• Assist on any project required by management.

Formal Education:

• Possess at least a Bachelor in Electronics Engineering / Mechatronics Engineering / Computer Engineering / Information Technology or in any field related to the above role.

Experience:

• At least 2 to 5 year(s) of working experience in the technical fields (IT, mechatronics or self-service banking terminals maintenance).

Personal Qualities:

• Able to work on shift hours (between 8am to 8pm), weekends and public holidays
• Good customer handling skills and complaint/difficult customer handling experience.
• Pleasant personality, proactive, good stress tolerance and ability to multitask.
• Possess an excellent spoken and written English with high initiatives and positive attitude.
• Pleasant attitude and personality and able to work independently with minimum supervision.