Technical Support Specialist Australia

2 weeks ago

Bandar Sunway Selangor, Malaysia Private Advertiser Full time 40,000 - 60,000 per year

Job Responsibilities

  • Provide prompt, courteous, and effective technical support to customers via phone, email, and live chat, ensuring each interaction is handled with care.
  • Troubleshoot and diagnose hardware, software, and network issues over the phone and email, guiding customers through step-by-step solutions.
  • Conduct remote support sessions using remote desktop tools to assist customers in resolving PC problems.
  • Prepare and maintain detailed technical documentation, including troubleshooting guides and case notes.
  • Collaborate with technical teams to escalate and resolve complex issues promptly.
  • Process service orders and manage support inquiries efficiently, ensuring timely and accurate resolution.
  • Offer internal support to the sales and logistics teams by addressing technical aspects related to product delivery and installation.
  • Stay current with evolving technology trends, hardware components, and software updates to provide informed recommendations.
  • Maintain accurate records of customer interactions and support cases using CRM or ticketing systems.
  • Follow up with customers to ensure complete resolution of issues and a high level of satisfaction.
  • Contribute to process improvements by identifying recurring technical issues and suggesting solutions.
  • Perform additional administrative or technical tasks as assigned by management.

Job Requirements

  • 2-3 years of customer service or technical support experience required
  • Must have computer and component knowledge — extensive knowledge of computers is an advantage
  • Troubleshooting and diagnosing hardware and software issues is a must
  • Must hold a certificate or degree in relevant field
  • Proficient in English (reading, writing, and speaking)
  • Excellent customer service skills
  • Ability to work autonomously and within a team environment
  • Thrives in a fast-paced environment
  • Ability to multi-task in a fast-paced environment
  • Keep up to date with the latest tech and trends to better assist customers
  • On-the-job training will be provided

Work Conditions

  • 6-day work week
  • Working hours: 9:00pm - 5:00pm
  • Follows Australian public holidays

Benefits

  • Allowances (Medical and Parking)
  • Monthly Contributions to SOCSO, EPF, EIS

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