Application Support Engineer
Software Engineering, Customer Service
Jakarta, Indonesia
Posted 6+ months ago
Application Support Engineer
Responsibilities:
- Research and identify solutions to software issues
- Diagnose and troubleshoot system issues, including account setup and configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track system issues through to resolution, within agreed time limits
- 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
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
Requirements:
- 2-5 years of experience as a support engineer.
- In-depth knowledge of Dynamics Finance and Operation or Dynamics Customer Engagement environments.
- Proficiency in remote desktop and helpdesk software.
- Exceptional ability to prioritize and diagnose IT problems.
- Extensive experience in resolving customer IT queries.
- Proficiency in documenting processes and monitoring performance metrics.
- Ability to relay important application feedback to IT developers
- Exceptional written and verbal communication skills.
- Accounting background
What's on Offer?
- Attractive salary and benefits
- Customer-focused culture
- Talented and collaborative co-workers who will support you and help you grow
- Personal development opportunities
- A great place to grow with career advancement
Job Location: Jakarta
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