Specialist – Technical Support

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Scicom (MSC) Berhad Full time 4,000 - 4,500 per year

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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