Technical Support Executive
Technical Support Executive (TSE) provides support services to customers and project teams primarily to address technical issues relating to software implementation, function and upgrades. He/she resolves customer complaints or problems and create product problem reports and troubleshooting documents for each issue. He/she also works closely with development teams to identify and resolve any technical problems that might arise during the development of software. He/she may also be involved in developing and leading training classes to educate customers about software products.
Duties and Responsibilities:
Provide Technical Support to Software Users
It is up to Technical Support Executive to field calls from consumers who are experiencing technical issues with software products. They assist customers in troubleshooting problems, diagnose issues with software installation and application, identify sources of the problem and offer solutions.
Assist with Software Design and Development
Technical Support Executive can be involved in the creation of new software and work closely with software engineers and development teams to identify and resolve potential issues in the development stage. They analyse all aspects of the software and make suggestions throughout the development phase to help avoid issues in the final product.
Create Technical Documents and Manual
As Technical Support Executive encounter new software issues, they typically document these issues and their solutions to help future efforts in the design and implementation of software products. They also generate technical reports focusing on customer complaints and resolutions. In addition, Technical Support Executive might make written recommendations to improve technical support tools and processes
Provide Technical Support to Project Teams
Assist project teams in software implementation with data migrations, system configuration and setup, customization and customer training.
Develop and lead training classes to educate customers on the functions and use of software products.
Min. technical Diploma in IT, Business IT, Computer Science or related field
Demonstrate strong analytical, troubleshooting and problem-solving skills.
Good communication, organizational and customer service skills.
Attention to detail is also a requirement for Technical Support Executive.
The ability to work in teams, as well as independently, is important
Address customer concerns and issues regarding software installation and operation.
Document complaint reports and troubleshooting steps.
Assist software developers to resolve technical issues during the software development process.
Good knowledge of:
- Application design, development, and implementation of database projects
- Data management technologies and standards
- Project management and SDLC
Good knowledge of (at least 2) of the following:
- Microsoft .NET, ASP
- C; C++
- Database design and development with Microsoft SQL Server DBMS
- WEB application development
- Spatial Data management technologies
- Business/Systems analysis
ABP Solutions Pte Ltd