Executive Technical Support L2 English and Mandarin Language Support

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 endtoend resolution of customers issue.
• To address customer (client product enduser) 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 firstlevel technical troubleshooting acumen.
• Must be able to read write and speak in Mandarin.

Work Experience:

• 1year experience in handling wireless product related inquiry and troubleshooting is required.
• Prior contact centre experience for 2 year is required with related industry knowhow.
• 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 followup 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 Bachelors 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 RM4200.
• 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.