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Technical Support Specialist

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Prometric Ireland Limited Full time

Job Overview:

About the Role

Prometric Ireland Limited is seeking a highly skilled and motivated Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to our customers via various communication channels.

Duties & Responsibilities:

  • Answer incoming technical support calls, chats, and emails.
  • Identify the severity of cases by asking the right questions and allocating them accordingly.
  • Provide resolutions by identifying systematic problems, researching answers, and guiding test center administrators through corrective steps.
  • Document case details and prioritize tasks according to urgency and importance in Salesforce.
  • Monitor support queues in Salesforce and take accountability for end-to-end resolutions.
  • Elevate urgent requests or those requiring in-depth knowledge to Level II Analysts and the Support Manager.
  • Identify, recommend, and communicate changes to existing procedures.
  • Work on approved projects and special initiatives.

Requirements:

  • Candidates should possess at least a Diploma (Advanced / Higher or Graduate) Bachelor's Degree in any discipline.
  • Computer Science / Information Technology or equivalent is preferred.
  • Up to 2 years of experience in Technical Helpdesk or Customer Service is highly desirable.
  • Able to speak fluent English.
  • Logical thinker with good analytical and problem-solving skills.
  • Up-to-date technical knowledge.
  • Understanding of Basic User & Security Group Active Directory administration.
  • In-depth understanding of LAN, TCP/IP, Citrix environments, and troubleshooting laptops, desktops, thin client devices, Windows 2008 servers, and above.
  • Good interpersonal and customer care skills.
  • Accurate records keeping.