Technical Support Specialist

2 weeks ago

Bayan Lepas, Malaysia Teleperformance Full time

Overview:
Qualifications:
**Education background**:

- Bachelor’s Degree or at least Diploma or equivalent in any discipline.

**Work experience**:

- Minimum of 6 months work experience in customer support in any industry.
- Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field
- Call centre experience is not a ‘must’ but would be a distinct advantage

**Required Interpersonal Skills**:

- Passionate about communication and interacting with people is key to success in this role
- Able to receive continuous feedback and work in a fast-paced working environment
- Positive attitude and willingness to learn and go the ‘extra mile’ for self-improvement
- Good reasoning and analytical skills
- Able to demonstrate critical thinking, a proactive attitude
- **Must be able to speak, read and write the required language to support**

**Technical Skills**:

- Minimum typing speed of 40wpm with a 90% accuracy score.
- Computer literate and fully conversant in Microsoft Windows and Microsoft Office
- Experience in Customer Support / Technical Support will be added advantage
- Have basic understanding on HTML and Java will be added advantage.
- Strong understanding of online advertising, digital marketing and related products
- Technical understanding of the client products/services and/or ecosystem being supported

**Responsibilities**:
(May perform other duties as requested that may not be specifically addressed in this document)
- Accountable for closing customer inquiries regarding client's products/services, customer's accounts and provide additional clarifications as requested by customers
- Responsible for adding/updating/reviewing rich media functionality in Ads
- Creates layout templates, gallery uploads, component testing, functionalities testing, builds dynamic display ads, etc.
- Assigned to relatively simpler Rich Media workflows
- Utilize various systems and tools to initiate and assist customers
- Keep up to date with industry developments, applicable operating systems, common and related software and hardware, and company policy to ensure proper communications to customers
- Adhere to policy and procedures for all customer calls or tickets received ensuring achievement of company set goals
- May be asked to assist in training and product / system testing
- May be asked to research technical issues
- May be asked to investigate potential recurring issues and incompatibilities

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