Support Help Desk Operator

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Westan Australia Pty Ltd Full time 30,000 - 40,000 per year

About us

Westan is a leading value-added distributor of internationally-recognised audiovisual products, representing top commercial and consumer brands across Australia and New Zealand. Our channels span across AV retail specialists, mass retail, education, commercial AV, digital signage, hospitality, telecommunications and more. We have a simple mandate: to achieve great things with our clients and our suppliers that could not otherwise be achieved by any of us alone. To this end, we see ourselves as not just a distributor of great brands such as Philips, Epson, Aurora Signage, Samsung and Sonos, but also fundamentally bringing a vertically-integrated skillset to our activities and relationships.

Qualifications & experience

  • Basic technical understanding across video, audio, and commercial AV control systems.
  • Excellent communication and interpersonal skills.
  • Excellent problem-solving skills.
  • Ability to work effectively in a small team environment.
  • Ability to manage multiple tasks and prioritise effectively.
  • Previous experience in technical support or a related field in AV is beneficial.

Tasks & responsibilities

  • Seek clarification and validate inbound issues created via our ticketing system.
  • Allocate incidents and queries to the technical support team in a manner that supports efficient resolution within our required timeframes.
  • Field phone calls from customers and end users in a professional manner and, where relevant, create tickets to document issues or problems.
  • Answer support-based emails in a timely fashion and, where relevant, create tickets to document issues or problems.
  • Where possible, resolve tickets at first call or through self-serve
  • Update and/or confirm scheduling of third-party technician visits.
  • Update spare parts and ticketing register where required.
  • Track spare part and replacement orders and update tickets accordingly.
  • Maintain spare parts inventory management system.

Benefits

  • Small team environment with a collaborative work culture.
  • Opportunity to work with leading technology brands.
  • Ongoing training and development opportunities.
  • Competitive salary package.

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