Technical Support Specialist

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia MindPec Solutions Full time

We are seeking a highly skilled Technical Support Specialist to join our team at MindPec Solutions. As a key member of our Service Desk, you will be responsible for providing top-notch technical support to our customers.

About the Role

This is an exciting opportunity to work with cutting-edge technology and make a real impact on our customers' experiences. You will be working closely with our Technical Team to diagnose and resolve complex technical issues, as well as providing exceptional customer service through multiple channels.

In this role, you will be handling incoming calls, emails, and tickets from customers, determining their needs, and logging calls in our system with all necessary information. Your goal will be to provide 1st Level Diagnosis and Support and try to close the call at Service Desk Level.

You will also be responsible for routing unresolved calls to the appropriate local partner or L2 technical team within timelines for diagnosis purpose and action, detailing the case in our internal tool. Additionally, you will escalate cases appropriately to L3/Expert/Partner for further analysis & support.

As a Customer Care Professional, you will communicate with users – keeping them informed of incident progress, notifying them of impending changes or delays. You will also answer all requests for action made by Service Desk, coordinate both emergency and non-emergency responses to calls for service, and manage those responses through our ticketing tool.

Your responsibilities will also include contacting customers to confirm scheduled appointments and verify feedback when outages are reported fixed, coordinating spare parts dispatch with local partner/customer/logistic center, and ensuring constant up-to-date reporting about the status of all calls through our relevant tools internally and to the customer.

You will be managing local buffer stock refill process with the logistic team, assisting customer service with escalated requests in a timely manner, recording and removing from specific tool parts used by technicians/local partner, and following up on all pending and recommended work with customers using our pending work dashboard (Online Tool).

This is a full-time position, and we are looking for someone with a strong background in IT and excellent communication skills. If you are a motivated and organized individual who enjoys working in a fast-paced environment, we encourage you to apply.

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