Executive Technical Support - English and Tagalog Language Support

The Responsibilities of the Role:

• Guide customer according to solution trees and knowledge base to solve incidents and service requests (e.g. HW Troubleshooting, Password resets, SW configuration, etc.). If not successful inform the customer about the next steps.
• If necessary, cancel a customer incident at customer's request or update the information in the ticket and answer on customer enquiries regarding status of request processing.
• In dedicated cases provide briefing information to appropriate internal/third party provider based on Statement of Work.
• Operational Deliverables and Contribution.
• Handling Voice/ Non -Voice customer, including detailed recording of the issue according to defined processes.
• Check if reported incident is covered by process and if caller information and address details are correct, then initiate defined actions.
• Transform tickets created by any Customer Service channel into the Ticketing system.
• Identify and escalate situations requiring urgent attention.
• Inform Line Manager or dedicated stakeholder base on defined process, in case of customer escalations.

Skill Requirements:

• Strong language competencies in English and Tagalog language.
• Technical background, e.g. education in information electronics, mechanics and/or SW skills.
• In individual cases it is possible to assign the function to an employee if the essential professional knowledge is acquired by work experience.
• Minimum 6 months or more experience in a call center environment is recommended.
• Senior Min. 1 year or more experience in a call center environment is recommended.
• Good technical knowledge in supported customer specific Hardware and SW environment.
• Knowledge of customer service principles and practices.
• PC literacy, especially usage of Microsoft Office package.
• Willingness to work in shift models, based on customer requirements.

The Package :

• Attractive Salary (RM3,000 – RM4,000).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.