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


    Job Description
    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.

    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 :
    • 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 :
    • Associate

    Location :
    • Kuala Lumpur, WP, Malaysia.

    Employment Type :
    • Full Time.