JOB SUMMARY 

The Technical Support is responsible for providing technical assistance, troubleshooting, and problem-solving for clients (Dealers, Partners and System Integrator) that are using the WLTI Products and Services. 

The Technical Support is also responsible in providing Product and Solutions recommendation with the clients (Dealers, Partners and System Integrator) requirements.  

Technical Support also required to assist WLTI Marketing Team, Product Management Team, Channel Sales/Distribution Team in terms of WLTI Products and Services technical concern.  

Technical Support must ensure all support must be completed in a timely and efficient manner and ensuring client satisfaction. 

RESPONSIBILITIES 

Customer Support: 

1. Respond to customer inquiries via phone, email, or chat, providing clear, detailed answers. 

1. Assist customers with setting up, configuring, and troubleshooting technical issues with products or services. 

Issue Diagnosis and Resolution: 

1. Analyze and diagnose problems reported by customers or end-users. 

1. Walk customers through step-by-step solutions or escalate issues to senior technical staff as needed. 

1. Document all customer interactions, technical issues, and resolutions accurately. 

Product Knowledge: 

1. Maintain a high level of knowledge regarding company products and services. 

1. Stay updated on new features, troubleshooting methods, and industry trends. 

Technical Documentation: 

1. Create and update documentation and support materials to assist customers and team members. 

1. Contribute to knowledge bases, FAQs, and troubleshooting guides. 

Escalation Management: 

1. Identify when issues need to be escalated to a higher level of support. 

1. Ensure that escalated issues are resolved in a timely manner by coordinating with appropriate departments. 

MINIMUM QUALIFICATIONS 

Educational Attainment and Experience: 

1. Bachelor’s degree in computer science, Information Technology, or related course 

1. Previous experience in a customer service or technical support role is advantageous. 

Technical Skills: 

1. With knowledge in Networking Fundamentals 

-TCP/IP Protocols: Understanding of IP addressing, subnetting, and routing basics. 

-Network Troubleshooting: Skills in diagnosing LAN/WAN issues, DNS, DHCP, VPNs, and Wi-Fi. 

1. With knowledge in Hardware and Peripheral Troubleshooting 

–PC Components: Knowledge of computer hardware, including diagnosing and replacing components like hard drives, RAM, and power supplies.
 

1. With knowledge in Software and Application 

– Common Office Software: Strong knowledge of Microsoft Office Suite, Google Workspace, and other productivity tools.
– Email and Collaboration Tools: Troubleshooting for Outlook, Exchange, Gmail, Slack, or Microsoft Teams.
 

Soft Skills: 

1. Strong problem-solving abilities and troubleshooting skills. 

1. Excellent verbal and written communication. 

1. Familiarity with remote desktop applications and help desk software. 

1. Ability to work in a fast-paced environment and manage multiple tasks. 

1. Patience and a customer-focused attitude. 

1. Trustworthy 

Work Set-up: 

1. Work from office set-up 

1. Willing to work in the field or travel