Specialist - Technical Support – Korean Language Support

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Scicom (MSC) Berhad Full time

Specialist – Technical Support (Korean Language Support)

Key Responsibilities:

  • 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.
  • Advises & 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.

Requirements for the Role:

Skills

  • Proficient in English and Korean language (spoken and written).
  • 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).
  • L1 Technical Support: troubleshooting to resolve, service desk handling & coordination

The Package:

  • Attractive Salary (RM8,500 – RM10,000)
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization coverage.
  • Working Location: Kuala Lumpur.

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