Job Description:

• Efficiently lead a team of 15 or more members under the high demands and pressures from customers.
• Support AIS in-house or Partner products such as myAIS, AIS Insurance Service, etc.
• Serve as the first point/second point of contact for customers seeking technical assistance over the Ticket system, MS Teams, phone, email, or in person.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process, either directly or through user-friendly guides.
• Follow up with customers to ensure the issue has been resolved.
• Document technical knowledge in the form of notes and manuals for knowledge sharing purpose.
• Keep customers happy.
• Strive to exceed the expectations of customers and colleagues alike.

Qualifications:

• BSc/BA in IT, Computer Science,Software Engineer or relevant field.
• At least 5 years experience in Application Support or Software Development Team.
• Proven experience as a IT Technical Support Specialist or similar role.
• Tech-savvy with working knowledge of technology such as Databases(MongoDB, SQL Statement), Unix System,Kibana, Grafana, Cloud Azure (basic knowledge), etc.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills.
• Customer-oriented and cool-tempered.