Technical Support Representative

2 days ago

Penang Island Penang, Malaysia NI Malaysia Sdn Bhd Full time 40,000 - 48,000 per year

In This Role, Your Responsibilities Will Be:

  • Creates and routes technical issues for all customers

  • Handle inbound technical support requests (Phone, Email, Web).

  • Validates customer entitlements and approves exceptions for unentitled customers.
  • Dispatch out-of-TSR scope technical issues to the appropriate support group.

  • Create and manage customer data records within our applications to ensure proper data integrity.

  • Resolves technical issues for customers across all account tiers

  • Resolves customers' single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.

  • Escalate technical issues internally to the appropriate support group while maintaining ownership of customer interaction.

  • Captures and documents knowledge to enable self-service resolution

  • Learns and adopt Knowledge-Centered Service (KCS) methodology.

  • Enables customers to self-serve by creating and editing Knowledge based articles.

Who You Are:

You will partner with customers to ensure their success through broad-based technical support of NI Products. Technical Support Representatives respond to technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.

For This Role, You Will Need:

  • Alternatively, currently pursuing a bachelor's degree in an engineering or science-related field, such as IT, electronic engineering, automotive, manufacturing support or other.
  • OR having 1+ year of experience working in a Technical Support position.
  • Intermediate or advanced Japanese and English level, oral and written.

Preferred Qualifications That Set You Apart:

  • Communication – Conveying information and ideas clearly and concisely to individuals.
  • Problem Solver –Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken.
  • Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.
  • Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.
  • Collaborative – Team oriented with the ability to effectively collaborate with peers. Leverages others' skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
  • Customer Focus – Uses understanding of customer needs and the organization's customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.
  • Hybrid work mode

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