Audio Visual Technical Support Advisor

Pulse-Eight are a multi-award winning, industry-leading design house and manufacturer of Video and Audio Control and Distribution systems, distributing our products to over 100 countries worldwide. Established in 2010, we are a 50+ strong global team with Headquarters in Dorset, England, and expanding global locations in Malaysia and the United States.
With unprecedented growth, the Pulse-Eight is expanding to meet the exciting new challenges that our market and business faces. We are constantly recruiting for talented individuals to join the team. If you’re an enthusiastic, proactive person we’d like you to apply.

Audio Visual Technical Support Advisor (Night Shift)

We are seeking a Audio Visual Technical Support Advisor to work in our offices in Malaysia for the Night Shift to cover the US time zone. The team is newly developed meaning this is a great opportunity to join a new team which is growing through exciting times for the business. We are looking for someone who is comfortable within a corporate environment. This promises to be a varied role and the successful applicant will need to be technically aware and familiar with offering tech support at a minimum of level 2 support. They should be able to communicate at all levels and have good written and spoken English.

The team will be working offering 24/5 support across multiple countries therefore additional languages would be advantageous. This role is primarily to cover the US Region (9am-5pm Pacific Time). This means if successful your working week will be Tuesday-Saturday Midnight - 8am. Initial training will be 9am-5pm UK time (Monday-Friday 4pm-Midnight MYT). This position is ideal for someone with a technical mindset and enthusiastic about audio-visual technologies.

Key Responsibilities
- Using a CRM system, respond to customer enquiries in line with team Service Level Agreements.
- Offer technical support to our customer.
- Build sustainable relationships of trust through open and interactive communication.
- Follow the RMA procedure to resolve product or service issues.
- Provide excellent customer service adhering to a First Time Resolution policy (where possible).
- Communicate with other departments, including product designers and engineers.

Essential
- Behave in a calm, professional and responsible manner.
- Have at least 1 year’s demonstrable Technical Service experience in a Level 2 (or above) Technical Support role.
- Ability to use positive language.
- Ability to “read” customers and understand their requirements.
- Have excellent computer skills including MS office.
- Have the ability to multi-task, prioritise and manage time effectively
- Knowledge in Audio Visual Technologies - Preferably Video Matrix, PreAmps and Amps
- Excellent written and verbal communication skills in English are essential.
- Good time-management skills.
- Team player.

Desirable
- Be familiar with CRM systems and practices
- Have at least 1 year’s demonstrable Customer Service experience in a customer supporting role.

**Benefits**:

- Health insurance
- Professional development
- Transportation near by: LRT Asia Jaya

**Job Type**: Full Time/Permanent

**Please note**:
This role will be 9am-5pm PST Monday-Friday which means your working week will be Tuesday-Saturday Midnight-8am. Initial training will be on another time zone and could mean working Monday-Friday 4pm-Midnight.

**Preferred Start Date**: Immediate