Executive Technical Support L2 (English and Mandarin Language Support)

Scicom

The Responsibilities of the Role:

To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers’ issue.
To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
To ensure all service support interactions including customer details are updated onto the CRM.

Skill Requirements:

Work Experience:

1-year experience in handling wireless product related inquiry and troubleshooting is required.
Prior contact centre experience for 2 year is required, with related industry know-how.
At least 1.5 years’ experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
Strong verbal applicable language skills – native or near native / minimal accent impact.
Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
Attention to detail with customer and case documentation.

Qualification :

Must possess at least a Diploma or a Bachelor’s degree in Computer Science/ Information Technology or equivalent.
Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).

The Package :

Experience Required :

Location :