Specialist – Technical Support (English and Vietnamese Language Support)

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

The Responsibilities of the Role:

Operational Deliverables and Contribution

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.
Advice & 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.

Skill Requirements:

Required to speak read and write in English and Vietnamese language (additional languages would be a plus point)
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).

The Package:

Attractive Salary (RM4000 RM4500).
Housing Allowance (RM500).
Performance related bonus for confirmed staff.
Annual Leave 15 days.
Medical Leave 14 days.
Medical and hospitalization coverage.
Working Location: Menara TA One.

The Responsibilities of the Role:Operational Deliverables and ContributionHandling 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 res...