Technical Support Engineer

Data Knowledge Management limited
is looking for
Technical Support Engineer (Customer Service Systems)

Key Points

1. Work from home
2. Global Work Environment
3. Growth Opportunities
4. Competitive Salary and Benefits
5. Continuous Skill Development and Training

Job Description / Responsibility

Job Overview:

We are seeking an experienced
Technical Support Engineer (Customer Service Systems)
to provide exceptional technical support to our clients. As a technical support engineer for customer service systems, you will focus on resolving technical issues related to customer service platforms (such as Intercom, Zendesk, Freshdesk, etc.), ensuring that clients can use these systems smoothly and efficiently. You will work with global clients, providing first-class technical services and solutions.

Key Responsibilities:

• Customer Support:
  Provide comprehensive technical support to customers, resolving issues they encounter while using customer service platforms.
• Troubleshooting:
  Communicate with clients via phone, email, live chat, and other channels to diagnose and resolve various issues related to customer service systems.
• System Configuration & Integration:
  Assist clients with system configuration, plugin installation, and API integration within customer service platforms.
• Documentation & Training:
  Create technical documentation and FAQs, providing customers with self-help resources. Provide product training to customers when needed.
• Continuous Optimization:
  Work closely with the development team to relay customer feedback, suggest improvements, and help optimize product performance and user experience.
• Customer Communication:
  Maintain active communication with customers to ensure their issues are resolved promptly and that customer satisfaction is achieved.
• Project Support:
  Support new client onboarding and migration projects, offering technical assistance to ensure smooth implementation.

Educational Requirements

• Bachelor/Honors
• Bachelor of Science (BSc) in Computer Science
• Bachelor's degree or above in Computer Science, Information Technology, Engineering, or a related field.
• Skills Required: Technical Support Engineer

Experience Requirements

• At least 3 year(s)
• The applicants should have experience in the following business area(s): Software Company,IT Enabled Service

Additional Requirements

• 3 years of software technical support experience, requiring proficiency in Bengali and the ability to speak English
• Work Experience:
  At least 3 years of relevant work experience, with expertise in technical support, customer support, or customer service systems.

Skills:

• Familiarity with at least one major customer service platform such as
  Intercom
  ,
  Zendesk
  ,
  Freshdesk
  ,
  Salesforce Service Cloud
  , etc.
• Proficient in troubleshooting common issues related to platform configuration, integration, API calls, etc.
• Strong technical background with an understanding of basic networking protocols, databases, and operating systems.
• Excellent customer communication skills, with the ability to explain technical issues and solutions clearly and concisely.
• Strong problem-solving ability, capable of responding quickly to urgent issues under pressure.
• Proficiency in office software (e.g., MS Office, Google Workspace), with basic programming skills (e.g., Python, JavaScript, etc.).
• Language Skills:
  Fluent in
  Bengali
  and proficient in both spoken and written
  English
  , with the ability to communicate effectively with international clients.

Preferred Qualifications:

• Experience with
  CRM systems
  (e.g., Salesforce) or
  SaaS platforms
  .
• IT certifications (e.g., CompTIA, Cisco, Microsoft, etc.) or related professional training.
• Familiarity with databases (e.g., MySQL, PostgreSQL) and API integration experience.
• DKM Ecosystem is a multinational company with operations in Bangladesh.

Job Location

Dhaka

Salary

Tk Monthly)