Minimum 3 years experience in technical support, preferably in the ELV and Audio Visual solutions industry. Please refer to the job advert for further information.
Support Executive
Anscom is an automation design studio established in 2011 by technology professionals. We integrate world-class ELV, audio/visual, security and automation solutions for properties, around the world. Our scope of work covers design, supply, installation, configuration, and after-sales service & support. We partner with the highest-rated brands and suppliers, to guarantee the best-in-class technology solutions.
We are looking for customer-oriented, energetic Support Executives to resolve any emerging problems that our customers might face with accuracy and efficiency. The ideal candidate will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will be a competent individual with a great passion for technology. An analytical mindset will be essential for effective troubleshooting and improving device maintenance.
Here's what you can expect from the job and what you need to be successful:
Job Duties
- Provide first-line technical support to clients via phone, email, or on-site visits.
- Identify and assess customers’ needs to achieve satisfaction
- Manage large amounts of incoming calls/emails related to Service & Support
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Keep records of customer interactions, process customer accounts, and file documents
- Resolve and troubleshoot issues remotely
- Follow communication procedures, guidelines, and policies
- Assist with the configuration, deployment, and support of network assets
- Provide technical support to end-users covering all software and hardware related issues
- Stay updated on industry trends and new technologies to enhance support capabilities
- Prepare weekly/monthly reports with regard to support
- Document and track support cases, ensuring accurate and detailed records of all interactions.
- Collaborate with clients to understand their technical concerns and provide timely and effective solutions.
Essential Skills
- A Diploma in (NVQ level 5) Electronic and Telecommunication Engineering from a recognized institute
- Minimum 3 years experience in technical support, preferably in the ELV and Audio Visual solutions industry.
- Good written and verbal communication skills in English & Sinhala
- Experience in (ELV) Electronic Low Voltage projects will be a definite advantage
- Age between 20 - 35 years
- Valid Driving License (light vehicle)
- Working Knowledge in AutoCAD, MS Visio and Excel would be an added advantage
PLEASE CLICK THE APPLY BUTTON TO SEND YOUR CV VIA XPRESSJOBS