Technical Support Specialist

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia TWO95 International, Inc Full time
  • Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
  • Own and track tickets within SLAs
  • Identify, resolve or manage the resolution of system issues
  • Take calls and service ticket requests on a ticket system
  • Supports internal clients with system admin tasks and product knowledge expert advice.
  • Seek more information, by asking the right questions to collect information to resolve

the issue or escalate to a specialist

  • Communicate to Level 1, 2, 3 teams keeping clients and management informed
  • Manage escalation to 2nd Line
  • Updating and managing Knowledgebase
  • Familiar working with automated system monitoring and applications across large networks
  • Technical Support is a 24 hours/ 5 days a week responsibility for customers around the world
  • Be a part of a scheduled shift rotation
  • Assignments as required and relevant by Management
  • Achieve the KPIs

Requirements:

  • Ability to keep Customer at the forefront of all requests and advocate for the Customer's needs at all times.
  • Own and track tickets within SLAs
  • Identify, resolve or manage the resolution of system issues
  • Take calls and service ticket requests on a ticket system
  • Supports internal clients with system admin tasks and product knowledge expert advice.
  • Seek more information, by asking the right questions to collect information to

resolve the issue or escalate to a specialist

  • Communicate to Level 1, 2, 3 teams keeping clients and management informed
  • Manage escalation to 2nd Line
  • Updating and managing Knowledgebase
  • Familiar working with automated system monitoring and applications across large networks
  • Fluent in English language both written and oral
  • Additional languages will be beneficial
  • May be required on occasion to work outside standard working hours
  • Candidates must be eligible to work and live in the country of employment.

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