Technical Support Specialist
3 months ago
**Description**:
establishing a solid foundation for our service team, particularly in the areas of product refurbishment and
cannibalization. This role also involves serving as the go-to technical resource for our customer service team,
aiding them in delivering top-notch troubleshooting solutions for our customers to ensure a seamless and
speedy resolution.
This individual will serve as the cornerstone of technical hands-on knowledge for PRISM+ products. They will
be responsible for offering technical assistance, guidance, and support to both individual consumers and
will play a pivotal role within PRISM+ Malaysia and will report directly to the Technical Support Lead.
- Responsibilities of Technical Support Specialist but are not limited to:
- Managing the installation and configuration of electronic displays (monitors and TVs) and PC hardware, as well as the installation of electronic display software and drivers.
- Maintaining and repairing IT equipment and peripheral devices.
- Be on-site to conduct diagnosis on monitor issues and provide technical resolutions for customers as and when required.
- Identifying and troubleshooting system failures or bugs and providing clear solutions to restore functionality.
- Maintaining records of repairs and fixes for future reference.
- Participate in providing timely technical support and guidelines to customers on the correct usage or setup of monitors based on known hardware compatibilities issues/workaround.
- Conducting monthly stock counts for spare parts at the warehouse, updating inbound spare parts items on the warehouse portal, and submitting spare parts orders for onsite repair consignments.
- Handling related ad-hoc tasks, such as company asset management for laptops and monitors, troubleshooting for office laptops, TVs, and monitors, and other tasks related to return merchandise authorizations (RMA) as required.
- Coaching and mentoring new hires in terms of product knowledge and technical support skills, thereby providing strong technical support to assist the customer service team in effectively resolving customer issues.
**Requirements**:
- Diploma in Electronics/Computer Engineering, or any relevant course of studies
- At least 2-3 years’ experience of Technical Support role in fields relevant to this position
- Strong understanding of Television, Monitors and Sound Bars technical and product specification
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