Executive Technical Support L2

4 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Scicom (MSC) Berhad Full time 44,300 per year

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Job Description

The Responsibilities of the Role:

  • To attend to escalation cases of a second level nature and to demonstrate such proficiency in their resolution as a Subject Matter Expert (SME).
  • To attend to follow up or escalate customer support calls, chat sessions & email interactions on behalf of client and to ensure such service delivery as may be required by customers.
  • To identify, segregate and resolve customer support requests in a systematic and precise approach as to ensure end-to-end resolution of customers' issue.
  • To address customer (client product end-user) complaints using appropriate service empowerment as may be defined by line management.
  • To ensure all service support interactions including customer details are updated onto the CRM.

Skill Requirements:

  • Technical aptitude (computer literate, able to quickly learn new applications).
  • Familiarity with windows /android software and hardware.
  • Strong first-level technical troubleshooting acumen.

Work Experience:

  • 1-year experience in handling wireless product related inquiry and troubleshooting is required.
  • Prior contact centre experience for 2 year is required, with related industry know-how.
  • At least 1.5 years' experience in computer hardware/software, including hardware support and operating system troubleshooting, positive performance reviews and previous employer references.
  • Strong verbal applicable language skills – native or near native / minimal accent impact.
  • Demonstrate ability to take ownership of customer issue and follow-up with customer to ensure a successful resolution and delightful experience.
  • Attention to detail with customer and case documentation.

Qualification :

  • Must possess at least a Diploma or a Bachelor's degree in Computer Science/ Information Technology or equivalent.
  • Technical SME (Subject Matter Expert Certifications) in, Hardware, Network Switching, Routing & Security (Firewalls...Etc.).

The Package :

  • Basic salary RM3700.
  • Performance Related bonus on a quarterly basis for confirmed staff.
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization coverage.

Experience Required :

  • Associate

Location :

  • Kuala Lumpur, WP, Malaysia.

Employment Type :

  • Full Time.

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