Technical Support Engineer

Job Description

Title: Technical Support Engineer

Company Name: IdeaScale Bangladesh

Vacancy: 02

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor of Science (BSc) in Computer Science, IT or any other relevant subject
∎ Skills Required: Communication skill, software support

Experience Requirements:
∎ At most 2 year(s)
∎ Freshers are also encouraged to apply.

Job Responsibilities:
∎ Answer customer service inquiries by receiving chats, emails, and managing incoming calls (if needed).
∎ Handling customer’s complaints, providing appropriate solutions, and alternatives through chats.
∎ Using critical thinking to ask customers targeted questions to quickly understand the root of the problem.
∎ Identifying and assessing customer's needs to achieve satisfaction.
∎ Handling YouTrack tickets associated with customer's request and issues.
∎ Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue.
∎ Build sustainable relationships and trust with customer accounts through open and interactive communication.
∎ Drive platform adoption and offer best practice tips to help clients effectively meet their business goals.
∎ Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
∎ Provide prompt and accurate feedback to customers by using the right methods/tools.
∎ 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.
∎ Document technical knowledge in the form of notes, articles and manuals.
∎ Maintain jovial relationships with clients.

Additional Requirements:
∎ Strong written and oral communication skills in English is a must.
∎ Must be articulate, organized, and detail-oriented.
∎ Willingness to work as per roaster.
∎ Hard working.
∎ Good interpersonal skills.
∎ Strong business acumen, ethics and high integrity.

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Performance bonus, Weekly 2 holidays, Insurance
∎ Lunch Facilities: Full Subsidize
∎ Festival Bonus: 2

Application Deadline: June 5, 2020

Company Information:
∎ IdeaScale Bangladesh
∎ Address : Quantum Mustafa Tower (Floor: 4&5) 18, Gaus-ul-Azam Avenue, Sector-13 Uttara, Dhaka
∎ Web : www.ideascale.com
∎ Business : IdeaScale is the largest cloud-based innovation software platform in the world with more than 25,000 customers and 4.5 million users. The software allows organizations to involve the opinions of public and private communities by collecting their ideas and giving users a platform to vote. The ideas are then evaluated, routed, and implemented, making IdeaScale the engine of crowd-powered innovation. IdeaScale’s client roster includes industry leaders, such as Citrix, Marriott Vacations Worldwide, NASA, the New York City Police Department, Princess Cruises and many others.

Category: IT/Telecommunication