Technical Support Specialist

7 days ago


Klang, Selangor, Malaysia ManpowerGroup Malaysia Full time

Company Overview:

At ManpowerGroup Malaysia, we are committed to providing innovative workforce solutions that meet the evolving needs of our clients and candidates. As a leading global provider of recruitment and workforce management solutions, we strive to deliver exceptional service and results-driven outcomes.

Salary: RM8,000

Job Description:

We are seeking a highly skilled and experienced Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support to our clients through various communication channels, including phone, email, and chat. Your primary goal will be to resolve technical issues in a timely and efficient manner, ensuring high levels of customer satisfaction and loyalty.

Duties & Responsibilities:

  • Respond to incoming technical support calls, chats, and emails in a professional and courteous manner.
  • Identify the severity of each case by asking relevant questions and analyzing the situation to allocate the case appropriately based on its complexity.
  • Provide resolutions by identifying systematic problems, researching answers, guiding test center administrators through corrective steps, and documenting details of cases in Salesforce.
  • Monitor support queues in Salesforce and take ownership of end-to-end resolutions, prioritizing cases according to urgency and importance.
  • Educate users on how to prevent future occurrences, escalate urgent requests or complex cases to Level II Analysts and the Support Manager, and identify opportunities for process improvements.
  • Collaborate with cross-functional teams to resolve complex technical issues and implement new procedures.

Requirements:

  • Candidate should possess a Diploma (Advanced / Higher or Graduate) Bachelor's Degree in any discipline, with Computer Science / Information Technology or equivalent being preferred.
  • A minimum of 2 years of experience in Technical Helpdesk or Customer Service is highly desirable.
  • Able to speak fluent English and Korean, with excellent interpersonal and customer care skills.
  • Logical thinker with good analytical and problem-solving skills, up-to-date technical knowledge, and an understanding of LAN, TCP/IP, Citrix environments, as well as troubleshooting capabilities for laptops, desktops, thin client devices, Windows 2008 servers and above.


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