Technical Support Specialist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Aqi Intl Full time
Job Description

The role of the Technical Support Specialist at Aqi Intl is to provide exceptional technical support to our customers. This involves guiding them through solution trees and knowledge bases to resolve incidents and service requests, such as hardware troubleshooting, password resets, and software configuration.

Responsibilities:

  • Guide customers according to solution trees and knowledge base to solve incidents and service requests.
  • If not successful, inform the customer about the next steps.
  • Cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing.
  • In dedicated cases, provide briefing information to appropriate internal/third party provider based on Statement of Work.
  • Operational Deliverables and Contribution.
  • Handling Voice/ Non-Voice customer, including detailed recording of the issue according to defined processes.
  • Check if reported incident is covered by process and if caller information and address details are correct, then initiate defined actions.
  • Transform tickets created by any Customer Service channel into the Ticketing system.
  • Identify and escalate situations requiring urgent attention.
  • Inform Line Manager or dedicated stakeholder base on defined process, in case of customer escalations.


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