Specialist - Technical Support (English and Bahasa Indonesia Language Support)

5 days ago

Kuala Lumpur, Malaysia Scicom MSC Berhad Full time

**The Responsibilities of the Role**:
**Operational Deliverables and Contribution**

- Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
- Identifies the cause of hardware/software faults and provides a solution or dispatch onsite engineer with part to resolve the issue.
- Advice & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
- Responsible for ensuring that the set KPIs are achieved.
- Create a case in ticketing system, monitoring and drive the case until closure.
- To update the ticketing system accurately and efficiently with call details, actions taken and resolution.
- To ensure high levels of customer satisfaction with individual calls
- If not successful in solving the ticket, forward to the next appropriate level.
- Usage of remote tools (where applicable) to analyze and resolve tickets.
- Ad-hoc tasks such as queue monitoring, light reporting and projects covering different time zones of regions.

**Skill Requirements**:

- Required to speak, read and write in English and Bahasa Indonesia language (additional languages would be a plus point)
- 1+ years of experience in Client Technical Support roles.
- Experience with software support for UEM, MDM, Enterprise antivirus, Microsoft CSP.
- Experience within IT Services and Working with Field Service Providers.
- Working Knowledge of Windows Operating Systems and MS Products.
- Technical Knowledge of the client (Notebook, Desktop, & Tablets).

**The Package**:

- Attractive Salary (RM4,000 - RM4,500).
- Housing Allowance (RM500).
- Performance related bonus for confirmed Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Menara TA One.

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