Executive Technical Support L2 - (English and Mandarin Language Support )

  • Kuala Lumpur
  • RM 4,000-4,500 per month
  • Permanent
  • Full-time
  • 24 days ago
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: Technical aptitude (computer literate, able to quickly learn new applications). Familiarity with windows /android software and hardware. Strong first-level technical troubleshooting acumen. Must be able to read, write and speak in Mandarin. The Package : Basic salary RM4200. Performance Related bonus on a quarterly basis for confirmed staff. Annual Leave 15 days. Medical Leave 14 days. Medical and hospitalization coverage. Experience Required : 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.). Location : Kuala Lumpur, WP, Malaysia. Employment Type : Full Time.

foundit