Specialist - Technical Support (English and Vietnamese Language Support)
Kuala Lumpur
RM 4,000-4,500 per month
Permanent
Full-time
24 days ago
The Responsibilities of the Role: Handling Voice or Non -Voice customer, including detailed recording of the issue according to defined processes. Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue. Advises and educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues. Responsible for ensuring that the set KPIs are achieved. Create a case in ticketing system, monitoring and drive the case until closure. To update the ticketing system accurately and efficiently with call details, actions taken and resolution. To ensure high levels of customer satisfaction with individual calls. If not successful in solving the ticket, forward to the next appropriate level. Usage of remote tools (where applicable) to analyze and resolve tickets. Ad-hoc tasks such as queue monitoring, light reporting and projects, covering different time zones of regions. Skill Requirements: Degree, Diploma or an equivalent professional qualification. Excellent command of spoken and written English and Vietnamese. Technical knowledge on Microsoft Operating Systems and Office Suites. 1+ years of experience in Client Technical Support roles. Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP. Experience within IT Services and Working with Field Service Providers. Working Knowledge of Windows Operating Systems and MS Products. Technical Knowledge of the client (Notebook, Desktop, and Tablets). The Package : Attractive Salary (RM4,000 - RM4,500). Housing Allowance (RM500). Performance related bonus for confirmed staff. Annual Leave 15 days. Medical Leave 14 days. Medical and hospitalization coverage. Experience Required : Associate Location : Kuala Lumpur, WP, Malaysia. Employment Type : Full Time.