Job performance measurements• Professionalism- Is able to establish and maintain a good working relationship with all customers, and creates a good impression for the company in terms of professionalism, promptness and quality of service delivery.- Demonstrates patience and care when dealing with all customers• Technical- Captures all required information for incoming support requests in clear and comprehensive manner.- Proactively seeks information and utilizes analytical and creative problem solving skills along with standard processes.- Customer enquiries and calls are promptly answered, and all reported issues are resolved within agreed timeframes.- Is able to prioritise and manage many open cases simultaneously, and is consistently appreciated by clients or has had minimum escalations / complaints from clients.- Consistently follows documented processes and procedures.- Escalates issues as required in a timely manner- Is able to learn the technical and functional details of products and services and effectively resolve issues.• Communication- Expresses themselves clearly in both written and oral English- Writes well structured and clear emails and other documentationInterested and qualified applicants fulfilling the above criteria can send their updated CV and brief self-introduction (Cover Letter) by addressing the position on the subject line to the following email address: info@abgsystemstech.com.

Bachelor's

Main Responsibilities:
• Act as a first point of contact for customer calls coming
• Gather customer information and record incoming calls in incident management tool
• Attempt to diagnose issues by asking pointed questions and analyzing the symptoms
• Provide information to customers in response to inquiries, concerns, and requests about products and services
• Escalate issues to appropriate levels as required in a timely manner
• Actively coordinates with team members and other service support groups to effectively resolve incidents and requests
• Participates in after-hours on-call rotation when needed
• Follow standard processes and procedures
• Accurately process and record all Support Requests using incident management tool
• Follow up and make scheduled callbacks to customers where necessary
• Learn quickly and and keep up to date with existing and new products, service offerings and known issues
• Conduct a structured and well designed user(s) training for customers when necessary
• Participate in any activity that involves field travels.

0-1 year