to join our team. As a Field Support Engineer, you’ll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied.Call Updating – To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all callsUser Satisfaction – To ensure that the user is satisfied with the service provisionAll calls which can be resolved remotely is redirected back to the remote support team.
Call Ageing – Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure. All calls to be regularly updated correctly with relevant details. Faulty Hardware – To ensure that all faulty parts are replaced and that parts removed are returned to stores
Documentation – To ensure that all forms required for processing are submitted on time – Expense claims/Leave/Standby/all other documentation. All travel claim information to correspond with calls assigned to individual in Call Management System.Knowledge Sharing – FSE to ensure that he/ she has access and familiarizes themselves to all online knowledge documentation and ways of work.
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