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Customer Tech Support Specialist Bilingual in

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Wonders Full time

About us:


Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business.

We accomplish this by providing a frictionless connection between them and their customers through our platform. In-turn empowering them to focus on creating a better experience for their customers while helping their business thrive.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed

What we're looking for:

Customer Tech Support Specialist is an entrance to a tech support career. You will be working on troubleshooting customer technical issues in a timely manner while delivering an uber customer experience. Own and manage new customer onboarding processes.

What you'll accomplish:

  • Assist with customer onboarding
  • Gather customer's hardware requirements; printers, cables and voip equipment.
  • Preconfigure customer hardware, and configure/setup backend systems.
  • Help customers install and test the aforementioned hardware.
  • Provide technical support for existing customers
  • Proactively monitor and resolve system identified client outages
  • Perform backend system to identify root cause of reported client outages
  • Follow up with clients when necessary to help troubleshoot and resolve issues
  • Ensure all issues are properly documented
  • Prioritize and manage several open issues at one time
  • Follow established procedures for proper escalation of unresolved issues to the appropriate internal teams

About you:

  • Associate's degree or equivalent work experience
  • Have basic knowledge of Microsoft Windows, Windows Command Line and basic computing.
  • Have basic network knowledge about modem, router, internet, and phone line connection.
  • Know how to test network connection, speed, scan IP address, etc.
  • Fluent both in English and Mandarin is a MUST.
Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success.

We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.