Technical Support - Davao Area

Davao City, Davao del Sur

Posted 9 days ago

Company:: Wiserf Technologies Inc
Company Description:: WISERF Systems bring a fresh and innovative approach to library system development, acting as an in-between for end-users and the technology proposed. Our goal is to exceed the expectations of every client by offering outstanding customer service, increased flexibility, and greater value, thus optimizing system functionality and improving operation efficiency. WISERF team is distinguished by our functional and technical expertise combined with hands-on experience, thereby ensuring that our clients receive the most effective and professional service.
Contract Type:: Full Time
Experience Required:: No Experience
Education Level:: Bachelor’s Degree
Number of vacancies:: 1

Job Description

Technical Support

MAIN JOB SCOPES:
• Responsible and involve in software related task such as development, implementation,
software testing, monitoring, improvement (liaise with software developer)
• Responsible and monitor WISERF’s hosting / cloud product, such as KOHA, librarypal,
Digital repository etc.
• Conduct first level remote support & troubleshoot on reported cases, should the cases
cannot be resolved via remote, relay the case to technical team leader for onsite support
arrangement
• Ask customers targeted questions to quickly understand the root of the problem
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system
issues
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network
configuration
• Provide prompt and accurate feedback to customers by following company Service Level
Protocol
• Ensure the reported case has been resolved. Update customer and respective sales
personnel about the status and information
• Properly escalate unresolved issues to appropriate internal teams (e.g. software
developers). Make sure follow up the software updates / bug fixes from software
developers until complete the task and close case
• Track reported system issues through to resolution, within agreed time limits
• Pass on any feedback or suggestions by customers to the respective sales personnel
• Identify and suggest possible improvements on procedures

RESPOSIBILITIES:
• Monitor and manage all open issues and ensure team member to solve the case within
agreed time.
• Assist in all document preparation involving system / application screenshot, user manual
/ user guides
• Assist and carry any ad-hoc task given by Superior or Directors

QC WORKS:
• Perform quality work checks to ensure the product meets quality standards
• Documents actions by completing production and quality forms.

FACTORY & OFFICE MAINTENANCE & REPAIRING:
• Responsible for basic maintenance and troubleshoot for factory and office computers,
printers, networks and ICT equipment.

SAFETY & CLEANLINESS:
• Maintains safe and clean working environment by complying with procedures, rules, and
regulations.