Job Details

Role: Executive – Technical Support (Korean Language Support)

Working Location:

• Menara TA One, Kuala Lumpur

Responsibilities of the Role:

• Handling Voice/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 & 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.

Requirements :

• Require to speak and write in English and Korean (additional languages would be a plus point)
• 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, & Tablets)

Benefits:

• Attractive salary (RM8,500 – RM9,500)
• RM500 housing allowance
• Performance related bonus for confirmed staff
• Annual Leave 15 days
• Medical Leave 14 days
• Medical and hospitalization coverage