Technical Support Representative

6 months ago

Bayan Lepas, Malaysia National Instruments Full time

**Key Responsibilities**

**Creates and routes technical issues for all customers**
- Validates customer entitlements and approves exceptions for unentitled customers.
- Dispatch out-of-TSR scope technical issues to the appropriate support group.

**Resolves technical issues for customers across all account tiers**
- Resolves customers’ single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
- Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.

**Captures and documents knowledge to enable self-service resolution**
- Learns and adopt Knowledge-Centered Service (KCS) methodology. Enables customers to self-serve by creating and editing Knowledge based articles.

**Basic requirements**
- Pursuing a Bachelor's degree in an engineering or science-related field, OR technician-level education in a relevant field, such as IT, electronic engineering, automotive, manufacturing support, or other.
- Alternatively, 1+ year of experience working in a Technical Support position.
- Intermediate or advanced English and Mandarin level, oral and written.

**Preferred requirements**
- Communication - Conveying information and ideas clearly and concisely to individuals.
- Problem Solver -Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken.
- Technical - Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.
- Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.
- Collaborative - Team oriented with the ability to effectively collaborate with peers. Leverages others’ skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
- Customer Focus - Uses understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.

L1-YT1

**Why NI?
There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.

**The people**: We’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.

**The ideas**: What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it? At NI, we build on the big ideas of big dreamers to make their visions a reality.

**The technology**: With our tailored, software-connected approach, we support our customers through all phases of the product development cycle. From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.

We’ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving. We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.

No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.

Are you up for the challenge of helping shape humanity for the next 100 years? If so, let’s get started, and let’s Engineer Ambitiously together.

**We are changing how we work by offering more flexibility. **NI has decided to take a hybrid approach (working both on
- and off-site) at an aggregate level. We know that different roles have different requirements, so we’re embracing a full range of options.

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