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Customer Service
4 weeks ago
The Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.
**Responsibilities**:
- Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
- Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
- Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
**Requirements**:
- Associate’s Degree in related technical discipline with six years of related technical experience preferred
- Achieve and maintain recognized and applicable technical certification(s)
- Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
- Working knowledge of client technical systems
- Courteous with strong customer service orientation
- Ability to effectively communicate, both written and verbally
- Ability to learn including strong problem solving skills
- Dependable with proficient attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Ability to work as a team member, as well as independently with mínimal supervision
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Able to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
**Job Types**: Full-time, Fresh graduate
**Salary**: RM3,800.00 - RM4,000.00 per month
**Benefits**:
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- KL Sentral: Reliably commute or planning to relocate before starting work (preferred)
Application Question(s):
- 1. Tech knowledge (Basic working of cell phones, Internet, Cloud) preferred
2. Passport must valid 16 months and above
3. Bachelor’s degree in Science Stream/IT
**Education**:
- Diploma/Advanced Diploma (required)
**Experience**:
- Technical Support: 1 year (preferred)
- Customer service: 1 year (preferred)
**Language**:
- English (preferred)
- Mandarin (preferred)
- Indonesian (preferred)
- Vietnamese (preferred)
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