Technical Support Engineer (English Fluent - Freelance - Onsite)

Reviews technical issues and contacts global customers to understand issues.

Ensures customers stay informed as to the status/solution of their issue.

Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.

Resolves or escalates multiple and varied customer issues.

Documents technical work and research.

Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.

Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

Uses automated tools to deliver solutions for a wide range of issues.

Provides feedback on how to improve automated tools.

Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Advanced English proficiency (equivalent to IELTS 7.0 or higher) Having a background or working experience in IT Customer service mindset OTHERS Working model: on-site at the company office Working time: Mon – Fri(8AM-12PM OR 1PM-5PM OR 6PM-10PM).

Each shift lasts 4 hours, and freelancers are expected to follow their registered shift Freelancers register their availability monthly, and the final roster is announced approximately one week before the new month.

The final work schedule will be determined by the Team Leader/Manager.

Laptop Provided