TL;DR
Global Technical Helpdesk Engineer: Serving as the first point of contact for users seeking technical assistance over the phone, email, or chat with an accent on troubleshooting and resolving technical system, hardware, and software issues. Focus on working through the problem-solving process with users, empowering them to do the same in the future.
Location: Bangkok, Thailand
Company
Agoda bridges the world through travel, offering great deals across millions of hotels, flights, and experiences worldwide.
What you will do
- Serve as the first point of contact for users seeking technical assistance.
- Monitor and respond quickly and effectively to requests received through the IT -Support ServiceDesk.
- Troubleshoot, diagnose, and resolve technical system, hardware and/or software issues.
- Redirect unresolved issues to the next level of support personnel.
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
- Provide feedback on processes and make recommendations on areas to improve.
Requirements
- Customer service and helpdesk ticketing systems experience.
- Ability to work independently and as a team player.
- A strong desire to learn and keep up with the latest technologies.
- Great communication and interpersonal skills.
- The ability to communicate clearly in spoken and written English.
- Degree in Computer Science / Computer Engineering or similar.
Nice to have
- Experience with Microsoft 365.
- Proficiency with a MAC OS.
Culture & Benefits
- Hybrid Working Model.
- Enjoy 30 days of remote working from anywhere globally every year.
- Employee discount for accommodation globally.
- Access to free Headspace, Odilo & Udemy subscriptions.
- Participate in Annual CSR / Volunteer Time off.