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Technical Support Specialist

2 weeks ago

Selayang Municipal Council, Malaysia VIMIGO Full time
Job Overview

Vimigo is a cutting-edge technology platform that requires exceptional customer support to ensure seamless user experience.

Key Responsibilities
  • Customer Engagement: Provide prompt and professional technical assistance to clients via various communication channels, addressing inquiries and resolving issues related to the vimigo platform.
  • Training and Development: Deliver comprehensive training sessions for clients to enhance their understanding of vimigo's features and functionalities.
  • Troubleshooting and Resolution: Diagnose and troubleshoot technical problems, guiding clients through step-by-step solutions or escalating to the development team when necessary.
  • Feedback and Insights: Collect client feedback and communicate valuable insights to the product development team to drive continuous improvement.
  • Documentation and Record-Keeping: Maintain accurate records of client interactions, issues, and resolutions in our CRM system.
  • Content Creation: Develop and update user guides, FAQs, and other support materials to enrich the client experience.
Required Skills and Qualifications
  • Technical Aptitude: Proven experience in customer support, preferably within a SaaS or technology environment, with strong technical skills.
  • Communication and Problem-Solving: Excellent verbal and written communication skills in English and Chinese (Mandarin); proficiency in additional languages is a plus, along with demonstrated problem-solving abilities and a proactive approach.
  • Certifications and Training: Familiarity with CRM systems and support tools, as well as experience in conducting client training sessions or webinars.
  • Education and Certifications: Bachelor's degree in Information Technology, Business, or a related field, along with knowledge of performance management or HR software solutions and experience with Human Resource Management Systems (HRMS).