Technical Call Support

15 hours ago

Johor Bahru, Johor, Malaysia CGP Personnel Full time
Technical Call Center Support (Level 1)

Mandarin & English Speaking

Korean & English

Job Overview

We are seeking a customer-focused Technical Call Center Support Executive (Tier 1) to join the Advanced Response Center. This role serves as the first point of contact for customers, providing timely technical assistance, troubleshooting, and issue resolution across multiple channels. The ideal candidate is fluent in both Mandarin and English, technically inclined, and comfortable working in a fast-paced call centre environment.

Key Responsibilities
  • Act as the first-level technical support for inbound customer inquiries via phone, email, and chat
  • Diagnose and troubleshoot basic to intermediate technical issues related to systems, applications, devices, or services
  • Provide clear, step-by-step guidance to customers in both Mandarin and English or Korean and English to support our partners
  • Accurately document cases, solutions, and follow-up actions in the ticketing system
  • Escalate unresolved or complex issues to Tier 2 or relevant technical teams in accordance with SOPs
  • Meet or exceed service level agreements (SLAs), quality standards, and customer satisfaction metrics
  • Follow established scripts, workflows, and security protocols
  • Identify recurring issues and provide feedback for process and knowledge base improvements
Requirements
  • Diploma or higher qualification in IT, Computer Science, Engineering, or a related field
  • Minimum 1 year of experience in technical support, IT helpdesk, or call centre environment (Tier 1)
  • Proficient in spoken and written Mandarin and English Or Korean & English to support bilingual customers
  • Basic understanding of operating systems, applications, networking concepts, or hardware support
  • Strong problem-solving and communication skills
  • Ability to remain calm, professional, and customer-oriented under pressure
  • Willingness to work shifts, including weekends or public holidays if required
Preferred Skills
  • Experience supporting enterprise or consumer IT systems
  • Familiarity with ticketing tools (e.g. ServiceNow, Zendesk, Jira)
  • Prior experience in a high-volume or Advanced Response Center environment

If you believe you fit the requirements for the role, please submit your application below or drop us an email directly quoting the job title.

Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified. The information provided is for recruitment purposes only.

Know someone who would be a great fit for this role? Refer them to us and get rewarded.

Cornerstone Global Partners (EA License Number: 19C9859) is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, colour, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.

Eugene Then

EA Registration Number: R

Cornerstone Global Partners Pte Ltd (EA License: 19C9859)

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