Vacancy
01
Job Context
Kolpolok Limited is looking for Software Support Engineer to provide quick assistance to its customers. Will be responsible for diagnosing and troubleshooting software-related problems and will help our customers to operate our applications smoothly.
Job Responsibilities
- Research and identify solutions to software issues.
- Diagnose and troubleshoot technical issues, including account setup.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track system issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email or WhatsApp chat, Our live chat system until they’ve solved the technical issue.
- Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
- Provide prompt and accurate feedback to customers.
- Refer to internal databases or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
- Should have the mentality to work in night shift.
Additional Requirements:
- Age 20 to 25 years
- Both males and females are allowed to apply.
- Hands-on experience with Windows/Linux/Mac OS environments.
- Good understanding of computer systems, mobile devices and other tech products.
- Experience in Desktop Support Engineer, IT Help Desk Technician or similar role.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software (e.g., any desk).
- Ability to provide step-by-step technical help, both written and verbal.
- Excellent problem-solving and communication skills.
- Language proficiency- Bengali, English and Hindi.
- Should know how to use magic words (Kindly, please, May I, Sorry, Thank you, Welcome & many more…)
- Knowledge of VPN will be a plus point.
Employment Status: Full-time
Educational Requirements: Bachelor of Science (BSc) in CSE
Experience Requirements : At least 1 year(s) (Freshers are also encouraged to apply)
Workplace : Work from home & Work at office (Hybrid)
Job Location : Dhaka
Salary : Tk. 15000 – 30000 (Monthly)
Compensation & other benefits
Medical allowance, Performance bonus, Profit share, Provident fund, Weekly 2 holidays, Mobile bill
Lunch Facilities: Full Subsidize
Salary Review: Yearly
Festival Bonus: 2 (Yearly)
Other facilities as per company policy.