L1 Support Engineer (Fresher)
Role details
Job location
Tech stack
Job description
At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:
Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!
Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!
Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.
As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience. We look forward to meeting you!, Join our team as an L1 Support and embark on a new journey within an international and dynamic environment, where you will contribute to delivering high-value technology services and support to our clients. As the first point of contact, you will play a key role in assisting clients with their technical inquiries, ensuring a smooth and professional experience.
ABOUT THE JOB
- Serve as the initial contact for clients, addressing technical queries via phone, email, or chat.
- Apply product knowledge to assist clients in troubleshooting and resolving issues.
- Conduct diagnostic procedures and ask relevant questions to identify the root cause of problems.
- Provide clear guidance and solutions to clients, ensuring their concerns are addressed effectively.
- Escalate complex or unresolved issues to higher-level support when necessary.
- Document client issues and resolutions for future reference.
- Ensure timely resolution of client requests in accordance with established service level agreements.
- Maintain a professional and proactive approach to client support, continuously seeking to improve service quality.
Requirements
- Bachelor's Degree in Information Technology, Computer Science or a related field.
- Proficient communication skills, with the ability to listen and explain technical concepts clearly.
- Strong problem-solving and situation-handling abilities.
- Capable of working independently as well as collaboratively within a team.
- Basic understanding of company products and services.
- Competent in using computers, office software, and essential support tools.
- Customer support experience is an advantage.
- English proficiency is required.
- Willingness to work in shifts and manage time effectively to meet deadlines.
- High sense of responsibility and professionalism.
- Eagerness to learn and enhance knowledge to better support clients.
Benefits & conditions
- Competitive salary and 13th-month salary
- 14+ annual leaves per year
- Premium healthcare insurance, starting from your probation period
- Project reviews and yearly performance appraisals
- Annual company trips
- Teambuilding activities: Team lunch/dinner, events, and celebrations, sports clubs (football, yoga, badminton, etc.)
- International team with flexible working time
- Tailor-made career path
- Technical workshops and training courses
- Mobility: Opportunities to be on-site abroad in our offices in over 60+ countries
