Customer Tech Support Specialist Bilingual in

7 months ago


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.
- Pre-configure customer hardware, and configure/setup back-end 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.



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