ESSENTIAL FUNCTIONS

1. Manage technical support activities and client site system maintenance activities including software/system upgrades and database optimizations.
2. Ensures proper management of clients and users' expectations on post sales and post implementation service management.
3. Conduct thorough investigation on client additional requirements and perform appropriate documentation and analysis for recommendation.
4. Manage staff and members of the department and monitor their daily tasks and performance vis-à-vis department goals and targets.
5. Ensure appropriate and complete documentation of clients and accounts information, activities, issues, resolutions, meetings and discussions, milestones and project status.
6. Manage the cost efficiency and profitability of the department including change requests for additional development services and implementation of internal/external charging policies.
7. Monitor customer satisfaction by getting clients’ evaluation on ACLT technical assistance and customer support performance regularly.
8. Represent ACLT Management in all meetings and consultations.
9. Coordinate with other departments for post-sales and post-implementation services.
10. Report regularly to top management for progress status of all accounts being handled and make appropriate suggestions and recommendations for the improvement of Customer Service.

QUALIFICATIONS:

• Effective communication skills in gathering appropriate information related to problems and issues raised.
• Good judgment in making decisions about the most efficient approach and solutions to issues raised.
• Coordination skills to provide quick solutions.
• Ability to search, learn and maintain relevant tools that can optimize and improve work.
• A degree in computers, computer engineering, and information technology will be relevant to the job.