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executive - Technical
2 weeks ago
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.
- Adhoc tasks such as queue monitoring, light reporting and projects, covering different time zones of regions.
Requirements for the Role:
- 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).
Attractive Package:
- 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.
- Working Location: Menara TA One, Kuala Lumpur.
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