Job Details

Role: Executive Technical Support L2 (English and Mandarin Language Support)

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 customer's 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.

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
• 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
• 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.)

Benefits:

• Basic salary RM4000 (Probation),  RM4200 (Confirmation)
• Performance Related bonus on a quarterly basis for confirmed staff
• Annual Leave 15 days
• Medical Leave 14 days
• Medical and hospitalization coverage