Job Summary: Responsible for managing and analyzing the help desk, ensuring customer satisfaction and efficient incident resolution. Key Points: 1. Manage the complete technical support cycle from opening to closure. 2. Strengthen the customer relationship and maintain constant communication. 3. Customer service experience and help desk knowledge. Responsible for analyzing and managing the help desk for customers; providing follow-up and guaranteeing compliance; ensuring customer satisfaction, minimizing costs, and resolving any incidents through ticket tracking. ACTIVITIES: a. Receive, register, and prioritize technical support requests. b. Manage the complete technical support process cycle: from opening, assignment, resolution, to closure. c. Maintain a clear and detailed record of actions taken for each incident. d. Collaborate with other departments to resolve incidents. e. Strengthen the customer relationship. f. Conduct weekly meetings with the customer. g. Report on process status. h. Maintain constant communication with customers and technical teams. i. Respond to and investigate customer/user inquiries, concerns, and issues. j. Customer billing process. Grouping of SOs and invoices. **REQUIREMENTS** EDUCATION: Technical degree in computer science, systems, or related field. · Help desk knowledge. · Technical support knowledge. · ERP usage knowledge. · Customer service experience. · Microsoft Office (Excel, Word). Employment type: Full-time Salary: $11,000.00 - $12,000.00 per month Work location: On-site employment