Executive, Technical Support

21 hours ago

Petaling Jaya, Selangor, Malaysia Swap Asia Full time

Key Responsibilities: -

  • To assist customer in all matters pertaining technical queries and issues for smartphones / ipad / tab via all communication channels (inbound / outbound / emails / chats).
  • To execute all responsibilities with professionalism and exceed customer's expectation.
  • To have technical knowledge and understanding for smartphone / ipad / tab devices on software, operating systems and back up procedures.
  • Be a team player and cooperate among colleagues.
  • To have an analytical mindset approach to investigate, identify, trouble shoot and resolve the customer in technical matters.
  • Has the initiative and desire to support and resolve customer's issues.
  • Ability to diagnose and provide proper technical solutions professionally.
  • To develop a knowledge base for products in technical matter, troubleshooting steps and guides for on call or remote support.
  • To develop an escalation process for complex issues to higher level support to ensure smooth positive support journey.

Requirement: -

  • A diploma or equivalent or higher in any fields, fresh graduates are encouraged to apply.
  • Must be willing to work on a shift rotation basis.
  • Experience in call centre / customer service environment.
  • Possess good technical knowledge and a keen interest in devices (smart phone / ipad / tab) gadget technology.
  • To have an excellent verbal and written communication skill in Bahasa Malaysia and English plus ability to speak in Mandarin will be an added advantage.
  • Ability to use Microsoft excel and Words.
  • Ability to carried out responsibilities diligently.
  • Having the encouragement to learn and improve will be an added advantage.
  • Updating feedback and constant improvement of process and initiatives.
  • Good problem-solving skills and the ability to think quickly on your feet to assist customers are essential.
  • Enjoy communicating with people and have a pleasant personality.
  • Experience from a telco industry would be an advantage.
  • Keen attention to details.

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